Category Archives: Customer Service

Going Self-Service – a 70 year old revolution?

Posted on September 30, 2019 by

A few weeks ago a journalist rang and asked about the introduction of self-service retailing into the UK.  A particular question was about the way in which retailers converting to self-service in the 1940s and 1950s knew what to do … Continue reading →

Posted in Consumer Change, Customer Service, Express Dairies, Food Retailing, Historic Shops, History, Retail Change, Retail History, Retail innovation, Retailers, Retailing, Self-checkout, Self-Service, Small Shops, Tesco, Uncategorized, USA | Tagged , , , , , , | Leave a comment

The Multiplier and the Glue: Locally owned convenience stores and the local economy

Posted on September 23, 2019 by

Longer term readers of this blog will possibly recall a long standing interest in the impacts of small convenience stores on the local economy. This has taken the form of some discussion about what may be termed ‘the local multiplier’. … Continue reading →

Posted in Academics, Community, Consumers, Convenience stores, Customer Service, Independents, Local Multiplier, Local Retailers, Relationships, Retail Economy, Retailers, Scottish Grocers Federation, Scottish Local Retailer, Uncategorized, University of Stirling | Tagged , , , , , , , , , , , , | Leave a comment

London’s Welsh Dairies: The Welsh Milk Trade

Posted on September 16, 2019 by

As a child I remember people mentioning the ‘milk train’ between London and South Wales, but was never sure if it was first up or last down or both. Before I married, my fiancée and I went to stay in … Continue reading →

Posted in Books, Buildings, Consumer Change, Consumers, Customer Service, distribution, Food, Food Retailing, Heritage, High Streets, Historic Shops, History, Independents, London, MIlk, Retail Change, Retail History, Sanders Bros, Shopfronts, Signage, Uncategorized, Urban History, Wales | Tagged , , , , , , , , , , , , , | 7 Comments

Efficiency or Idiocy?

Posted on May 24, 2019 by

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 , , , , , , , , , , , , , | 8 Comments

Feargal Quinn 1936-2019

Posted on May 2, 2019 by

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

Posted on March 28, 2019 by

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?

Posted on December 31, 2018 by

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

Posted on December 18, 2018 by

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

Posted on June 27, 2016 by

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

Posted on September 7, 2015 by

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