By Jon Vanzile
First Published on www.btobonline.com
Customer service and social media are like “peanut butter and chocolate,” said Paul Dunay, CMO of social analytics company Networked Insights. “They're meant to go together.” But that doesn't mean many companies are doing it right. Read more >>
23
Sep
Social + Service = Happy Customers
23
Sep
The ROI of Humble Pie
By Ariella Brown
First Published on www.thecmosite.com
When your company has made a mistake, offering a proper apology is not just the right thing to do. It can pay big dividends. Read more >>
Comments
Post has no comments.20
Sep
Drop "Innovation" From Your Vocabulary
by Jack Springman
First Published on hbr.org
Type "innovation" into hbr.org and you will get nearly 4,700 results. For many ills, innovation is seen as the panacea — management's equivalent of motherhood and apple pie — and few would challenge its significance. Read more >>
Comments
Post has no comments.13
Sep
Building and Measuring Loyalty
Ex Tesco Boss Shares His Wisdom
First Published on www.mycustomer.com
United Kingdom : Knighted for services to retailing, and renowned for transforming the supermarket industry in Britain by growing Tesco to the largest chain in the country through innovative customer loyalty incentives such as the Clubcard, few are better qualified to talk about loyalty and customer-focused initiatives than Sir Terry Leahy. Read more >>
Comments
An interesting article and how can you argue with the success? Living in the UK I had to shop at Tesco and Sainsbury's not by choice but out of necessity, in the UK other than M&S there is no reasonable choice on offer. In the early 90s, Sainsbury's above
all was a really very pleasant experience. Today, when I enter either a Tesco or a Sainsbury's, my experience is the feeling and the imagining that I'm entering an insane asylum. The blandness, the lack of the variety and the presentation is in my view approaching
old USSR style banality ... I know because I've been there. And my experience is no exaggeration. It's almost tragic to witness the degenerative contrast in shopping experience in the UK that has occurred in just 15 years. When I go shopping especially in
a supermarket I want both a comfortable and an enjoyable experience that includes a wide variety of choice. I don't to feel that I am locked into a quasi insane asylum. But ... both the Tesco and Sainsbury's results very clearly show that these meager offerings
are all that customers want and desire. Otherwise it would be different. And in all that we as marketers must pay very close attention.
all was a really very pleasant experience. Today, when I enter either a Tesco or a Sainsbury's, my experience is the feeling and the imagining that I'm entering an insane asylum. The blandness, the lack of the variety and the presentation is in my view approaching
old USSR style banality ... I know because I've been there. And my experience is no exaggeration. It's almost tragic to witness the degenerative contrast in shopping experience in the UK that has occurred in just 15 years. When I go shopping especially in
a supermarket I want both a comfortable and an enjoyable experience that includes a wide variety of choice. I don't to feel that I am locked into a quasi insane asylum. But ... both the Tesco and Sainsbury's results very clearly show that these meager offerings
are all that customers want and desire. Otherwise it would be different. And in all that we as marketers must pay very close attention.
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