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Category: customer experiences

Removing the service element

Removing the service element

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Image via Wikipedia I’ve had a flight cancellation with RyanAir recently and it got me thinking about how much low-cost companies actually save by removing the service element from their offering. Traditionally, companies have always sought to minimise costs and increase efficiency; whether it’s by reducing product complexity or using call center outsourcing, but doing so by removing the service element was a pretty bold move. The fascinating thing is that the net result has been the usurping of the…

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What’s your service expectation?

What’s your service expectation?

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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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A touch of class from M&S

A touch of class from M&S

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Interesting experience a couple of days ago when we placed an online order on Marks and Spencer‘s website. We ran into a problem where we had a couple of coupons to use and the website would accept only one. We sent an email to customer services and they took care of the problem for us. The really interesting thing was one line that they added to the email response they sent: Thanks for getting in touch and I must compliment…

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What I would do to improve EuroDisney

What I would do to improve EuroDisney

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Image via Wikipedia Wherever I go, I always try to think what I could do to improve a business. I’ve been doing it for years and now that it comes naturally to me, I even do it while I’m on holiday. So, as I’m holidaying in DisneyLand Paris at the moment, I couldn’t but think up something I would do to improve the place. And here it is. What is Disney’s most powerful advertising medium? TV? Print Ads? Movies? All…

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Marketing as an encompassing function

Marketing as an encompassing function

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I was thinking about my previous post, which was about our recent visit to Butlins and was thinking about the pointers that I picked up from the trip. I think the major take away was the success of Marketing as an encompassing function. You see, many organisations see marketing as a means to an end, a way to get clients through the door, a way to attract their attention. The great thing about our experience seemed to be the fact…

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Lessons learnt from Butlins

Lessons learnt from Butlins

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Image by Gordon McKinlay via Flickr We spent a weekend at Butlins in Skegness recently and it was interesting to see some of the things their marketing team and strategy have put in place. Here are some great things I saw: Focusing on the target market: First of all, who are the target market at Butlins? Well, they have a number of segments they attract, but each of these was catered for individually. If you’re a kid, there’s a whole…

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