Category Archives: Customer Service

Efficiency or Idiocy?

For some time it has been apparent that Dave Lewis has been determined to address the ‘bloat’ in Tesco and cut back on all sorts of things.  In the big picture out have gone most of the diversifications of the … Continue reading

Posted in Boots, Competition, Consumer Change, Consumers, Costs, Customer Service, distribution, Food Retailing, Local Retailers, Pharmacy, Plastic Bags, Retailers, Self-checkout, Stirling, Tax, Tesco, Uncategorized | Tagged , , , , , , , , , , , , , | 7 Comments

Feargal Quinn 1936-2019

On the 25th April, it was announced that Feargal Quinn the legendary Irish retail businessman, founder of Superquinn, had passed away.   The President of Ireland said There have been many tributes and obituaries to him in the days that have … Continue reading

Posted in Alumni, Consumer Lifestyle, Customer engagement, Customer Service, Food Retailing, Ireland, Retail leadership, Retailers, Retailing, Supermarket, Superquinn, Uncategorized, University of Stirling | Tagged , , , , , , , | Leave a comment

Herkku Food Market Delicatessen – Helsinki

Visiting Helsinki for a couple of days (see blog here) allowed me also to experience a guided visit to the S-Group’s Herkku Food Market Delicatessen in the basement of the Stockmann Department Store.  Stockmann is an institution in Finland, being … Continue reading

Posted in Consumer Lifestyle, Cooperatives, Customer Service, Delicatessen, Deposit Return Scheme, Finland, Food, Food and Beverage, Food Retailing, Format, Herkku, Merchandising, Restaurants, Retailers, Retailing, Service Quality, Town Centre Living, Uncategorized | Tagged , , , , , , , , , , , , , , , , , | 1 Comment

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