Waitrose: The difference a brand can makeA couple of years ago I wrote an article about my observations of customer engagment at my local branch of Focus DIY. The branch closed just weeks after I wrote the article as the Focus group went under (not as a result of my article I may add). Just weeks ago Waitrose opened their new store having repurpsoed the same building that Focus once occupied. We all know where Waitrose sits in the...
read more

Content with Crappy

Content with CrappyWhilst driving to a client meeting and discussing this and that yesterday my colleague made a comment which I thought worthy of expanding on. He said something along the lines of “it’s amazing how people are happy to have crap marketing”. Of course this issue is a subjective one but never the less there are a number of issues that affect the quality of one’s marketing....
read more
Ten out of ten from eight point nine.If you’re a regular reader then you’ll know I spend a lot of time pointing out bad customer service and engagement so it’s only fair that I bring you good examples too. As a coffee snob I like to use the artisan coffee blenders EightPointNine whose great new service allows me to blend coffee just as I like it, name it, and then they post it to me. It was my father in law’s...
read more

It’s been a while…

It’s been a while…So it’s been a while since my last post. Have I got nothing to say? Nope (well yes), I keep thinking of no end of ideas of posts but it’s simply been a lack of time for various reasons I’ll detail below. Last month I thought to myself “Christmas is coming that’s a great time to catch up on blogging” or catch up on this or that and a whole number of things but...
read more

If a job’s worth doing…

If a job’s worth doing…My late father left many legacies. Some good, some not so but one thing he taught myself and my siblings was that if a job’s worth doing it’s worth doing well. Perfection was to be strived for. This blog post is about that subject and how many seem to not bother. By 13 I could not only fix a puncture I could service my bike, by 14 decorate my room and I could fix a car before I could...
read more

The power of one

The power of oneI’ve been thinking today how powerful a single person is. At one end of the scale a single person can start a war and bring around peace or a single person can build a business empire and destroy it (Ratners). Then maybe at the other end of the scale a single person can choose to smile or be miserable and make or break someone’s day. The power of one is very powerful. In the world of...
read more
Here today, scone tomorrow – ASDA Fail! * Photo courtesy of Jac Meldrum My sister gets married in a couple of weeks. On a very tight budget her and her husband to be have been busy making preparations and organising their wedding. For the bit where you have more guests they are having cream teas and that requires scones, lots of scones I guess around 500 ish scones, a lot anyway! My sister approached their local ASDA some time ago to...
read more

Belief – the 4th element?

Belief – the 4th element?In the film the 5th element we see Korben Dallas (played by Bruce Willis) chasing across space to collect 4 stones representing the 4 classic elements and then a 5th element, a women called Leeloo, which makes the other 4 ‘come alive’ in order to fire a weapon and ultimately save the planet. Know – Like – Trust we’re told are the 3 classic elements for people to do...
read more

Get passionate about people

Get passionate about peoplePeople are what it’s all about. We talk to, email, tweet, interact on-line and of course meet face to face with people. We form relationships and interact with people every day. I love meeting people and listening to them getting to know their stories. Learning how I can help them and knowing when I can’t of course. With the web 2.0 revolution I love the fact that people can connect and...
read more
EVENT – Old Fashioned Customer Service And Engagement In A Very Modern WorldWhether you’re a business owner, middle management or a customer facing shop assistant; engaging with your prospects, customers or service users is absolutely vital and now is integral with providing the best customer service that you can. This interactive talk, yes you will have to give some input too, should leave you pepped up to go and engage with your customers in a meaningful and...
read more

Your Opinion Counts

Your Opinion CountsOn Saturday just gone we were taking a trip out down to Suffolk and on route popped into Focus DIY to pick up a can of wood stain to finish off the spring clean of our garden furniture. Probably excessive info but hey just setting the scene. So we went to go through the till and there as a bit of a queue and so as one does my eyes were wondering and I spotted a ‘comments’ box on the...
read more

Damp thinking from The Waterfront.

Damp thinking from The Waterfront.Picture it. The Waterfront (a local music venue) management team are meeting and the subject of marketing comes up. They need to get the current website sorted and someone comes up with the idea that they could launch a competition that in exchange for designing and building their new website the winner will get a year’s pass to all gigs and nightclub nights. “Genius!” the room...
read more