Category Archives: Customer Service

HMV – predictable or what?

125 stores, 2200 direct employees, an unknown number of individuals and businesses also linked to, and supplying, the company;  the administration and likely demise of HMV would be problematic at any time but between Christmas and New Year it has … Continue reading

Posted in administration, Amazon, Boxing Day, Closure, Competition, Consumer Change, Customer Service, Government, High Streets, HMV, Internet shopping, Local Retailers, Online Retailing, Rates, Record stores, Retail Change, Retail Failure, Tax, Technology, Timpsons, Town Centres, Uncategorized | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Some thoughts on the ASOS profit warning

The ASOS news this week was to many something of a surprise, but in reality it really shouldn’t be.  A profit warning on Monday wiped almost 40% off its share price and impacted other retailers as well.  Many of these … Continue reading

Posted in Asos, Black Friday, Brexit, Christmas, Competition, Consumer Change, Customer Service, Internet, Internet shopping, Online Retailing, Profits, Rates, Retail Change, Retailing, Tax, Uncategorized | Tagged , , , , , , , , , , , , , | 4 Comments

Winston Churchill Memorial Trust Travelling Fellowships 2017

In the summer of 1989 I spent eight weeks travelling around the United States and Canada looking at the customer service practices of North American retailers.  I visited numerous retailers, large and small, and interviewed countless owners, managers, directors and … Continue reading

Posted in Basketball, Churchill Fellow, Customer Service, Retailing, USA, Winston Churchill Memorial Trust | Tagged , , , , , , | 2 Comments

Easy, it Ain’t

What with the announcement by a number of retailers that they are re-considering the tone of voice and announcements made by their self service checkouts and others who are removing such non-human (inhuman?) equipment, it has not been a good … Continue reading

Posted in Automation, Communications, Customer Service, Easyjet, Personal, Retail Failure, Self-Scanning, Self-Service, Service Quality, Twitter | Tagged , , , , , , | Leave a comment

Bread of Heaven

A couple of years ago this blog fell silent for a month or so. No, it was not one of my extended holidays (if, only), but rather involved me being otherwise occupied around the death of my father. Well, my … Continue reading

Posted in Customer Service, Service Quality | Tagged , | 2 Comments

The Great, the Good and the Minister

There are a lot of retail industry conferences out there, and if I combined the industry ones and the academic ones (assuming cost was no barrier) then I am sure I could readily conference the year away. Boring, repetitive but … Continue reading

Posted in Brands, BRC, Consumer Change, Customer Service, High Streets, Internet, Multichannel, Retailers, Tax | Tagged , , , , | Leave a comment

Don’t Bank On It

I was in a Building Society branch last Saturday morning in the centre of Stirling – a rare enough occurrence on its own, but made more interesting by the conversation going on next to me. The customer had a problem … Continue reading

Posted in Banks, Customer Service, Internet shopping, Marks and Spencer, Opening Hours | Tagged , , , , | Leave a comment