Good customer service costs you money
A “good” service is simply not good enough to effectively compete! Good service is almost certainly leaving revenue, market share and new customer opportunity on…
Tag: case study
Traffic – a massive problem for some but a brilliant opportunity for one innovative company
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people…
How local companies are helping make Asheville the healthiest city in the USA
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than…
The case for the government to bail out Carillion
As Carillion went into “apparent” liquidation at the beginning of this week, everyone assumed that Carillion was operating a completely broken business model and the…
Getting to the MEAT of the problem with Carillion
The Carillion business model has always been flawed and the cracks in it have been there for all to see for quite a long time.…
Tiny bookshop in a tiny town now branching into Asia
Thinking differently is within all of us By rights Wigtown should barely exist. It’s a tiny little town of barely 1,000 people in the west…
Ooh, Uber – look behind you!
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they…
Pret a Manger – A Great Customer Brand with a Potentially Uncertain Future!
So much of Pret’s history has been steeped in a customer-first tradition. It is reporting best-ever business results. Every indicator shouts “success”. So why does…
JDSports – Bucking the trend and creating massive growth with average customer experience and a declining market
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area…
The good, the bad and the ugly: Thames Water
If there’s one thing that makes my blood boil – It’s seeing a company get away with providing repeatedly poor service and get away with…