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Tag: customer experience

Giving customers what they want .. IMMEDIATELY!

Giving customers what they want .. IMMEDIATELY!

I’ve had a couple of positive experiences this week, both of them dealing with different companies where I was given service right at the point where I initiated contact with the companies. One was a household insurance claim with Direct Line after my wife drowned her phone; the other was with our local telecoms provider Manx Telecom where I wanted to switch contract. And I have high praises to sing about both companies based on my customer experience. The reason…

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HSBC: Failing to communicate with a customer

HSBC: Failing to communicate with a customer

I’m having a horrible customer experience at the moment with HSBC Malta. I currently have life insurance policy with them with a premium that needs to be paid at the end of January. I didn’t get a notice for them that I needed to pay my premium so I contacted them at the end of January. It’s taken them 2 months so far and I still don’t know what my payment should be. Only now they contacted me to tell…

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Where to stay in Edinburgh

Where to stay in Edinburgh

I’ve just come back from my MBA gradutation in Edinburgh and had an excellent experience as a consumer looking for a place to stay. As my parents were joining us for the trip, we decided to get an apartment rather than stay at a hotel as this would give us more flexibility as well as allow opening up other options for us. Camille found a services apartment called Castle Apartment which was just down the road from Edinburgh Castle. The…

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Thank you Subway

Thank you Subway

I popped out to get my lunch from Subway today and saw an amazing example of an organisation going out of their way to bend to their customer’s whim. Here’s what happened: The girl in front of me asked for a “Veggie Patty” Sub. The person behind the counter inquired if she was vegetarian and when the girl confirmed she was, he help up his hands and asked her if should would like him to change his gloves. When she…

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The value of perks

The value of perks

Great post on Seth Godin’s blog today where he outlines a formula he came up with: The value of a perk is inversely related to the expectation of that perk. It makes sense when you think about it. Your relationship with a third party, whether it’s a supplier, customer or partner, is governed by your expectation of the end result. If you expect “more” and get “less”, you’re bound to be disappointed, even if the extra you were expecting isn’t…

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