Category Archives: Service Quality

2000 and Counting

Posted on March 26, 2018 by

This just popped up in my Twitter timeline; a tweet from James Timpson, announcing that Timpson’s had just opened their 2000th store.  Now I am pretty sure that Twitter timelines reflect personality traits (hello, Cambridge Analytica, I’ll save you the … Continue reading →

Posted in Competition, Consumer Change, CVA, High Streets, Leadership, Retail Change, Retail Failure, Retailers, Service Quality, Store Closures, Timpsons, Towns, Turnaround | Tagged , , , , , , , , , | 1 Comment

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

Bread of Heaven

Posted on August 3, 2015 by

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