Justin Beiber’s young fans learned about ‘real life’ last night as they were kept waiting for nearly 2 hours for him to come on stage at the O2 Arena! Cue ‘outraged fans’, particularly parents who were apparently given no information or updates about what was happening, and no apology when he did eventually make it onstage. The result...
Sky Free Thursdays is the latest promotion from the satellite TV channel which allows non subscribers to watch Sky TV for free on, guess when, Thursdays. However, it seems to have upset some people, and quite specifically, some existing customers who are already paying for it! They are are not happy that their ‘loyalty’ is...
Giving feedback to The Boss can often be tricky, but not if it’s THE Boss! Bruce Springsteen is creating ‘Dialogue’ with his customers and asking them to let them know what they think of him! He’s invited fans to submit videos expressing their feelings about him for inclusion in a new film! “We encourage you to be...
The guys at Trendwatching have produced another excellent new report today which is well worth a read. It suggests that in this world of customers who are more demanding, time-starved, informed and choice-saturated than ever before. winning businesses are the ones who are differentiating themselves by being proactive at being ‘Servile’. They define ‘Servile’ as “being a...
Keeping hold of customers is a key driver in 3D businesses - they work hard at delivering excellent customer experiences that get customers coming back (and hopefully telling other people!) In National Customer Service Week, a timely new report highlights that excellent customer service is one of the key things that keep customers loyal. The...
So the Paralympics 2012 are finally over and what a truly ‘remarkable’ experience it has been! The result? Lots and lots of ‘Delighted’ and ‘Devoted’ customers with changed perceptions just like me. From the amazing opening ceremony through the outstanding performances of a vast array of medal winners (and crucially, non medal winners too) to the spectacular closing show,...
Customer delight is all about exceeding customer expectations. By definition then, a start has to be understanding what those expectations actually are in the first place and how you measure up against them. To help them do this, one of the things that we encourage our clients to do is ‘stand in their customer’s shoes’....
Andy is delivering a webinar for Forward Ladies. Don’t worry, it’s not just for ‘forward’ ladies, or just for ladies for that matter! It’s for anyone serious about improving their customer service levels! It’s a stimulating hour aimed at helping you identify the key characteristics of businesses that deliver ‘remarkable’ customer experiences, establishing how you measure up, and...
Father Christmas will be doing something that we encourage all our clients to do this Christmas, and that’s ‘managing customer expectations’! Apparently, the ‘students’ at the Charles W. Howard Santa Claus School in Michigan, as well as ‘beard management’ and ‘wig maintenance’, are learning to manage children’s expectations who apparently, despite the economic downturn, are...
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