Really appreciated!

Perhaps the most annoying thing is having gone through all the messages the recorded message then tells you that they are “experiencing a high volume of calls and either ring back or expect a long wait” – why the hell can’t they say it at the beginning.

I’m with you on the principle of ‘delighting’ your ‘internal customers’, namely work colleagues, too!

Liking your website too – thanks for dropping by!

Andy

One company that I’ve found has done beautifully at consistently delighting me time after time is Virgin Atlantic.

I agree with Brian that delight does extend to the people you work with within your business. Without delighting them, it becomes hard to continue to delight your customers over time.

You make some great points – I guess I was looking at it purely from a customer’s point of view on this one – Fromm experience ‘as a customer’ I have to say that I have always been happy with their ‘ease if buying from’ and their consistent approach!

Accept totally your views on the tax issue – unfortunately we’re seeing more and more of this aren’t we? No experience on the supplier things and that is certainly disappointing from what you’ve said!

Thanks for highlighting those things! Always great to get a different perspective on things!

Cheers

Andy

Surprised to see you select Amazon as an example of customer delight. True Jeff Bezos talks the talk – but I don’t see him walking the walk. I struggle with Amazon’s claim to be putting customers first – when it’s those same customers who are losing out from Amazon’s tax avoidance.

I also believe customer delight should extend to staff and supplier delight – working conditions and job security problems have been well reported in Amazon’s fulfilment centres – and they are very tough on marketplace suppliers – there are strict policies and the recent fee increases are very high.

I would argue there is more reaction to Amazon’s business practices than their customer service and that the talking points at the moment are mostly negative.

It will be interesting to see how their customers react – all those staff members and suppliers have friends and family (and Facebook accounts!). At the moment they’re not saying great things about Amazon.

Great to hear from you!

You don’t happen to know Lt Col Tarquin Twistleton-Ffyffe (Ret) do you?

He had a dabble in logistics if I remember well?

Andy

Enjoyed your 3 minutes particularly the bit about the guy who resigned with a cake. I did a similar thing when I was a truck driver. I resigned by reversing my truck into a warehouse wall …….apparently.

At least that’s what the management told me.

Keep up the good work.

Laurence