Tag Archives: Customer Experience

Sainsbury’s moves away from HR and customer service

Posted on 4 January, 2013 by

Back in July 2010, Sainsbury’s announced that it was scrapping the HR Director role and creating instead a single role that would encapsulate HR and Customer services. The new Customer Services & Colleague Director, in addition to having one of … Continue reading →

Posted in Brands, Call Centre, Customer Experience, HR, Multi channel | Tagged , , , , , , | Leave a comment

Sainsbury’s combines HR with Customer Service

Posted on 1 February, 2011 by

This week’s People Management magazine, the HR magazine of CIPD, featured an interview with Gwyn Burr, Sainsbury’s “Customer Service and Colleague Director” in which she described the changes t the organisation since she undertook the combined role in July 2010. … Continue reading →

Posted in Customer Experience, HR | Tagged , , , , | 1 Comment

Marketing Week: Customer Experience Master Class

Posted on 12 March, 2010 by

On Wednesday I ran a customer experience master class for Marketing Week as part of the Customer Retention conference. With a colleague, we shared some thoughts with just over 10 senior marketeers during the one day workshop about why having … Continue reading →

Posted in Customer Experience, Social Networking, User Experience | Tagged , , | 1 Comment

Have Starbucks broken the code or solved the puzzle?

Posted on 21 February, 2010 by

So we can all rest easy now that Starbucks have managed the “crack the customer experience code”. This was reported across the “wire” after Starbucks CEO, Chairman and President Howard Schultz reported record earnings and explained that Starbucks had lost … Continue reading →

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Customer Experience in retail

Posted on 19 March, 2009 by

This is brilliant! http://producten.hema.nl/ The website is from a Dutch retailer called HEMA. Their first store opened on November 4, 1926, in Amsterdam and now there are 150 stores all over the Netherlands . The link is to HEMA’s product … Continue reading →

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Management Today “dis” Customer Experience

Posted on 18 March, 2009 by

Management Today’s March 09 issue covers Customer Experience in their Master Class column. This is a regular feature that reviews the latest terminology and trends and at the bottom of the piece a ‘Fad Quotient’ is offered. I was disappointed … Continue reading →

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The usability of use-by-dates

Posted on 13 November, 2008 by

Recently, Tesco changed the packaging of their Coleslaw. Not exactly front page news and I suspect their motivation was driven by a desire to reduce the amount of packaging they use – or was it cost saving, I can’t decide. … Continue reading →

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10% of you have listened to people having sex!

Posted on 10 October, 2008 by

This was just one of the many statistics provided to call centre operatives by Tim Bishop, Head of Strategy for programme and awards sponsor Siemens at last nights gala dinner and awards ceremony for the ‘Top 50 Call Centres‘. The … Continue reading →

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Travolution Question Time – Sept 23rd

Posted on 1 October, 2008 by

I was lucky enough to be invited to the Travolution Question Time which was held on 23rd September at the Soho Hotel. The evening was very interesting, particularly with the timing following the collapse of XL and the Channel Tunnel … Continue reading →

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