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...
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Why you’re not a social media expert revisitedAbout 18 months ago I wrote my first post about the dark world of social media experts. It was very popular and seemed to strike a chord with many folk but time has flown since then and to be honest nothing much has changed. However, I’ve been thinking once again about this subject and so I thought it a good time to revisit. In musical terms we always talk about the ‘difficult’...
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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...
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The Not Norfolk Show

The Not Norfolk ShowI was at the Royal Norfolk Show this year helping on a client’s stand in the food hall. It’s actually the first time I’ve been (for various reasons) but next year I definitely want to go along as a visitor. I had a long tiring day but learnt a lot and enjoyed it. Now maybe my view was some what unfairly biased by working in the food hall and not getting to see much outside but...
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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...
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10 things I Learnt about hosting a Q&A sessionLast night I organised and chaired an event for the FSB here in north Norfolk. After a long spell of dropping numbers at events I was asked to come on board and give some fresh ‘young blood’ input into proceedings to attract people back to events. So working on the basis of ‘give them what they want’ my suggestion was a question and answer surgery type format around the...
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