customer service Archives

5 steps to attract, create and retain super-high value customers

We all know that customers who recommend your brand to others are valuable to your business. If these customers strongly recommend your brand to others, then it has done something for them that they love. So, I call these customers Brand Fans. Typically, they are the least sensitive to the prices your brand charges and […]

A puppy shows that Sainsbury’s new strategy is working well

A valuable lesson for any business Sarah Warby – Board Marketing Director at Sainsbury’s – is on a mission to ‘stop making shopping hard work’. Examples of this new focus are becoming evident – simplifying pricing and promotions and making the website easier to navigate for a better online shopping experience, are just a couple. […]

Little Chef – A surprising customer experience!

Whilst travelling last week, I needed to download and view some attachments on a laptop. I pulled into a service area on the hunt for a wifi zone and ended up in a Little Chef. It’s years since my last visit – a breakfast stop whilst on my way to a sporting event early one Sunday […]