customer satisfaction

customer satisfaction

Is an App a substitute for personal service?

Having read an article about a new app this morning it got me thinking about whether apps should be used as a substitute for good personal service. Apparently Flypay – http://www.flypay.co.uk/ – have received £1m in funding for their app which will enable people to pay restaurant bills without the waiter being involved. There are claims […]

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Whether customers like it or not!

I just saw this heading and had to write a quick piece about it – this is the sub-heading of an article in Autocar magazine this week which discusses hybrid powertrains for Rolls Royce cars, but it is the wording of the sub-heading which caught my attention. Why would anyone want to do something which […]

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It’s the little things which make the diference

When it comes to customer service and building relationships it is often little things which make the difference, something which I experienced recently highlighting this. There are times when I use DHL for deliveries of parcels and so get to chat briefly with the drivers who collect and deliver the packages. I’m a bit late […]

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Are you loyal to your bank?

A news piece on the BBC website today – Current account switching to be hassle-free – relating to new processes to make it easier for bank current account customers to switch accounts is interesting in terms of customer loyalty and banks. Many of us stick with the same bank for many years, transacting many times a month […]

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Improved proposition gives differentiation

Amazon have just announced what appears to be a great differentiator in a crowded market which should give a more compelling proposition to customers. Only available in the US at the moment but they are offering a free cloud based mp3 version of music customers have bought on CD from Amazon since they started business […]

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Poor weather and service

Following the previous post here it is interesting to see the responses from organisations in terms of service issues with the cold weather currently affecting the UK. I have had two different scenarios today, the first being an item which I ordered over a week ago which was despatched by the supplier but has sat […]

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Pro-active service example

Quick note here but I thought it worth commenting about a good example of pro-active service I have just experienced. My personal bank account is with First Direct (that would help with those data protection security questions!) who have call centres in Leeds and somewhere in Scotland (sorry, I don’t know where specifically). I just […]

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Morgan Motor Company

As you may have noticed from the recurring subject of my blog posts I am a bit of a petrolhead (OK, probably more than a bit!), enjoying cars and having a fascination with the motor industry and how it uses marketing. Because of this, I had a great day out recently when I went to […]

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