“[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.
My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:
“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”
So this month’s newsletter reflects three aspects of my mission:
“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”
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
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.
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?
Well it’s been quite a few days here in the UK: there are more questions than answers, and uncertainty – that enemy of business confidence and growth – seems set to be with us for at least the next few months, if not years.
So what should business do for the best?
I had two experiences last week that showed, simply yet dramatically, where business’ focus should be over the foreseeable future: on engaging and empowering people to deliver memorable Customer Experiences.
I had an experience today which:
– Was contrary to popular opinion/my expectations;
– Highlighted my Rule of 99:1.
Customer Experience, as I’ve said many times before, is about every interaction between an organisation/business and those it serves/its customers. I first conceived the Rule of 99:1 when I was the newly-appointed, Head of Retail and Admissions at the Tower of London, the most popular heritage attraction in the UK…
What are you not doing that you could be doing, to stand out from the crowd?
Worth reflecting over – particularly over a good cup of coffee…
I’m often asked to explain what exactly it is that I do.
The short answer is: I help Retail, Tourism and Hospitality organisations increase sales, productivity and profitability through creating POSITIVE Customer Experiences, Communication and Leadership.
The next question is, what’s “Customer Experience” – how does it differ from “Customer Service?”