Customer Experience: It Started With a Smile…

It’s often said that we don’t “do” Customer Service in this country. In response, I’d say that it’s not rocket science: it starts with a smile, a warm glow, a sense of being valued…and an increased propensity to buy, return, and/or recommend. If you want your Team members to be engaged, and productive, then, you too must be prepared to smile, as you exhort them, “Smile, dammit, smile!”

Customer Experience: Send in the Robots?

In a week when a new survey suggests that Sales and Retail Assistants are “95% likely” to be replaced by robots, I’d suggest that whilst technology has its place in facilitating the Customer Experience, there is (or should be) no substitute for human interaction. My vision for what that interaction should look like is displayed on the homepage of my website: “The wave of enthusiasm from a team of people in love with what they do, who have created a sensational stage for their product, and who can’t wait to attend to every customer desire as they facilitate the ultimate buying experience”

Whilst retailers scratch their heads as they contemplate the impact of the new National Living Wage, and struggle to justify the running costs across their sprawling property portfolios, the answer is staring them in the face…

So…Which Way Is 836? Hotels and How It Feels to be Away From Home

Conrad Hilton died in 1979 and there are few of his stature and personal dominance running hotels today. More than half of the world’s hotels are now branded properties, with franchising being the operating model of choice for most of the large hotel operators, according to a new report. This perhaps explains why so many hotel experiences today are bland, homogeneous and sadly lacking in that vital component of Enthusiasm.

Awakening the High Street – with a SPACE MAN

So my bottom line is that people are the key variable in any High Street regeneration initiative, and will ultimately determine the success of that initiative. At this point it seems appropriate to point out what happened to Tesco when it forgot that!

It’s my contention then that, the foundation of any High Street strategy or action framework – be it Portas, Grimsey, POSITIVE, a Town Toolkit or whatever – needs to be a SPACE MAN: