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Tag: customer service

What’s your service expectation?

What’s your service expectation?

If one of your customers has a problem, how long does it take you to respond? I’ve had a number of opportunities to interact with companies here in Europe and the usual experience is as follows: Send an email to the company Get an automated email saying that you’ll be contacted within the next 48 hours Wait 2 days Get a customer service representative emailing back Reply saying that I’ve solved the problem in the meantime or switched to a…

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Boots: Looking out for the customer

Boots: Looking out for the customer

Just had a brilliant experience at Boots the other day. The customer in front of me had a big pile of shopping that she popped in front of the cashier. The girl who was serving her took a quick look over the items in front of her and split them into two piles. She explained that if she processed them as 2 transactions, the first transaction would entitle the shopper to a £5 discount coupon which could then be used…

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Tesco: how to cheat your loyal customers

Tesco: how to cheat your loyal customers

Tesco are one of those organisations here in the UK that have a sophisticated customer loyalty scheme in place. Their range of services covers their core segment (supermarket shopping) but also extends to energy supply, car rentals, hotels and an extensive selection of products and services that their consumers use. And their loyalty scheme is geared to keep customers coming back from mere, with a rich set of rewards ranging from Airmiles, cruises, days out and other goodies. Both my…

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