FYI Mary Portas: great customer service costs money

I did warn you I wasn’t a big fan of Mary Portas, so I suppose it was inevitable that I would end up muttering darkly at the TV this evening when the first episode of her new series Mary Portas: Secret Shopper aired. pic taken from interview here Mary has a new bee in her … Continue reading FYI Mary Portas: great customer service costs money

there’s something that really annoys me about Mary Portas

There's an interview with Mary Portas (who regular readers will know I don’t always see eye to eye with) in this week’s Sunday Times (sorry, paywall, but she’s also been interviewed by just about every other major news outlet).  Mary has a new series starting on Channel 4 called Secret Shopper, where she goes undercover … Continue reading there’s something that really annoys me about Mary Portas

mobile company in shock ‘here to help’ pledge

After my rant last week about customer service vs. customer acquisition, it seems that one mobile provider is trying to redress the balance. Hotfooting it through Leeds city centre earlier this week en route to the library, I came across O2’s Guru Roadshow, which seemed to be all about showing you how to get more … Continue reading mobile company in shock ‘here to help’ pledge

customer service vs. customer acquisition

I’ve had a bit of a bad run with technology recently.  In the last couple of months, the following have gone wrong on me: two mobiles, PC, laptop, 3G dongle thingy, TomTom satnav, Bluetooth dongle, printer and broadband. Trying to get all these technology issues resolved has been a real eye-opener around customer service and … Continue reading customer service vs. customer acquisition

the indys have it – friendly service is all about feeling special

It's no coincidence that Cheers was the place ‘where everybody knows your name’ I think I can safely say that there aren’t many restaurants in the world that will go out of their way for me or that even know my name.  In fact the only one is probably local Cantonese Zen Rendezvous. In fairness, … Continue reading the indys have it – friendly service is all about feeling special

In the current climate, does it pay to go the extra mile?

So I was sitting in the car dealership this morning, waiting for them to finish my car’s service, which they started in December and inexplicably failed to complete vital bits of at the time (and will now charge me extra £££ for). I’d been there for the best part of an hour during rush hour … Continue reading In the current climate, does it pay to go the extra mile?

Difficult? No, just disappointed

Via the SmartBrief on Social Media e-newsletter, I found this post at Conversation Agent on the top 10 reasons why your customers are being difficult. But perhaps rather than specific, economy related reasons like customers feel you’re charging too much or customer service reasons like you make it difficult to reach the right person, I … Continue reading Difficult? No, just disappointed

Vodafone perhaps need to rethink their customer service function…

Ten hours (so far).  That’s how much time it’s taken me to get my mobile upgraded and (almost, kind of) working.  I’ve been bounced around call centres like pass the parcel, I’ve spoken to people in three different countries, I’ve mediated internal arguments between departments and I’ve nearly lost the will to live. It shouldn’t … Continue reading Vodafone perhaps need to rethink their customer service function…

two way traffic in the Age of Conversation

I’ve blogged quite a lot about customer service in the last year. Reading The Age of Conversation, Ann Handley’s contribution ‘How many people are you talking to?’ rang a lot of bells with me. Ann wrote about one simple conversation (between nervous flyer Ann and a reassuring United Airlines attendant) achieving a ‘laundry list of … Continue reading two way traffic in the Age of Conversation

promises, promises – a few suggestions for a better relationship

We, the clients, promise: not to call any agency contact before 9am or after 5.30pm unless it really is actually properly urgent to ask no more than five agencies to take part in any creative pitch and to make clear at the outset the number of pitch stages involved to provide hot/cold drinks and (preferably chocolate) … Continue reading promises, promises – a few suggestions for a better relationship