WHICH? Asked thousands of its members….. Are you being served? Customer service can make or break your relationship with a brand. Which? has just revealed the best and worst brand for service according to UK consumers. Their regular Which? company satisfaction surveys rate providers within certain sectors – such as supermarkets, energy companies or banks… Continue Reading
Author Archives: Toni Sheppard
John Lewis visualises an even stronger partnership
One thing’s for sure there’s nothing wrong with John Lewis’ eyesight as they have their eyes firmly set on their role within the omni-channel retail environment of the future. In fact they expect their online sales to account for 40% of overall turnover by 2020, after a succession of online surges over the few past… Continue Reading
Creating your own luck
“There is an old saying. The harder you try the luckier you get. I kind of like that definition of luck”. Gerald Ford I had an interesting discussion about ‘luck’ the other day…. Do we make our own? Is the thinking associated with ‘being lucky’ such that the positivity and ‘can do’ attitude it instils by… Continue Reading
Embrace Holidays. Yours and theirs. It’s the only way.
A cultural dilemma? It’s holiday time. People are taking holidays. Work needs to be done yet productivity reduces and things seemingly have to stop. Have you ever thought how managers reactions to holidays can seriously affect the culture of your Company……? In most businesses the influx of school holidays and the impending knowledge that various… Continue Reading
QVC channels growth
HOT OFF THE PRESS…… QVC expands its reach As part of their 20th celebration year we read with interest today that QVC, our favourite TV shopping business, is launching two new channels in the UK. QVC Style showcasing fashion, accessories, and jewellery, while QVC Extra will show the best of the retailer’s entire product range. Apparently… Continue Reading
What do successful people do?
I’ve been reading a couple of articles around the ‘achievement of success’ that sit perfectly with our approach to people development and support all the principles of goal setting for success. Bernard Marr – best selling author, was commentating on the value of ‘making mistakes’ and seeing these as a positive step in the work… Continue Reading
Interested in increasing sales and reducing costs?
CUSTOMER EXPERIENCE is the key! If anyone ever needs convincing that improving your customer experience truly does result in increased sales and reduced costs and helps to retain loyal and valued customers, you need look no further. Colin Shaw, CEO Beyond Philosophy has the stats to back it up! Here are 15 reasons to believe…… Continue Reading
Lauder’s vision is still sharp
Leonard A. Lauder’s vision At the end of May ’13, Leonard A. Lauder joined the Women’s Wear Daily Beauty Summit to talk about lessons learned in his storied career building the Estee Lauder Cos. Inc. He was addressing more than 250 industry executives many of them ex-Lauder employees. As part of his address he laid… Continue Reading
How to get your service skills motoring
Halfords is looking to motor thanks to its service revolution. As a female who is willing to try her hand at most things if given the chance it is still with an element of trepidation that I enter willingly into stores like Halfords. Not because they haven’t tried over the years to make it more… Continue Reading