Tag Archive: Customer Experience

Always Be POSITIVE: Secrets of Customer Experience Success

My latest newsletter gives me the opportunity to share an interview I gave to Museums + Heritage Advisor magazine, sharing some of the lessons I’ve learned developing retail concepts for Buckingham Palace, the Tower of London, and other prestigious organisations over nearly 30 years.

I also share Baroness Karren Brady’s “6 Key Ingredients for Success”, gleaned from her appearance at the Spring Fair in Birmingham.

They Don’t Make ’em Like That Any More

“[Sir Ken Morrison] showed us all the importance of aiming high but never forgetting the practicalities of life and the humanity of those we deal with.”

These words encapsulate the essence of great retailing, great business and great Customer Experience. Ken Morrison was an innovator – for example he built Morrisons on a model of vertical integration, directly controlling many of its food suppliers, and developed the Market Street concept of retail theatre combined with expertise directly available to the consumer.

Is it really the end of the high street store? 

Capgemini’s Digital Transformation Institute report “Making the Digital Connection: Why Retail Stores Need a Reboot” consulted 6,000 consumers and 500 retail executives from nine countries. The conclusion:

Customers are simply not getting what they expect from an in-store experience.”

Not only did 40% of respondents describe going shopping as “a chore”, amazingly, over one third would prefer to figure-6-2-systems-for-listening-to-customers stay at home and wash the dishes!

What a sorry state of affairs.

My Advice to the Yorkshire Dales ‘Shopkeeper from Hell’

A shop owner in the Yorkshire Dales has been branded “the bookseller from hell” after his local parish council took in more than 20 complaints about his alleged rudeness. Steve Bloom charges customers 50p… Continue reading

Some Christmas Crackers for You

Here is my Christmas card for you – my three “Christmas Crackers” – to say thank you for being with me this year.

Customer Experience: Your Brexit Resilience Strategy

My POSITIVE Customer Experience Newsletter for September coincides with the Autumn Trade Fairs season: whatever your industry it’s a time to check in with the market, with your collaborators and competitors and with your business strategy and plan for the foreseeable future.

It’s time to move on from the holiday season and commit to the actions you will take to build Brexit resilience.

The newsletter contains 10 Top Tips to help you navigate the next few uncertain months and come out stronger.

Marks & Spencer : Is it time to split the retailer in two? 

In this article, City AM’s deputy editor Julian Harris argues that one of the UK High Street’s most iconic retailers needs radical surgery: perhaps even splitting its booming food business from its struggling fashion… Continue reading

It’s the Customer Experience, Stupid!

If you want to outperform the market, beat the competition, develop a Brexit resilience strategy, achieve Team GB-style world-beating performance, you can – there’s no magic formula.

But there is a formula.

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

The visitors have left the building! What happens next?

In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.

Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?

Triple your Customers’ Joy! Part One: Building Anticipation

So it’s Summer holiday season… How are you helping your customers to plan their visit, to prepare for their experience and build anticipation? How can you start to add value before they even cross the threshold of your premises?

In the first of two guest posts, marketing expert Anwen Cooper offers some top tips that you could apply in your business.