Is superior service just Up In The Air?

I didn’t set out to theme this year’s blogs around films but as all consultants know, two data points make a trend, so maybe I’ll continue to do so (although I’m planning to see The Wolfman soon so that could be tricky). After finding a service message in The Road it’s much easier for me to find one in the latest George Clooney vehicle Up In The Air. But it’s one that challenged my own ideas of superior service.

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Of fonts, film and (rugby) football

As someone whose walls are decorated with a fair amount of typography and calligraphy (an abiding interest from my wife’s days as an art student) I was interested to see the furore generated by IKEA’s decision to change its catalogue font from Futura to the more screen-friendly Verdana. Is this just an issue for font-geeks or a massive erosion of the brand loyalty engendered over many years of superior flat-pack design and serving countless Swedish meatballs? Continue reading “Of fonts, film and (rugby) football”

Don’t leave me this way: switching mobile networks

j0422787.jpgHaving been happily married for many years I don’t really remember my last relationship break-up – and it’s probably fair to say that any notions I have are informed by films, plays or books (or the Archers come to think of it). However I had a reminder of what it might have been like following a recent break-up with O2. Paraphrasing somewhat, it went a bit like this: Continue reading “Don’t leave me this way: switching mobile networks”

Better late than never – the 2008 Open Chord awards!

Happy New Year - it’s the best of last year!I’ve spent a large chunk of the holiday season reading the papers and they’re chock full of articles looking back at 2008 and looking forward to 2009. Depending on how grouchy I’m feeling it’s either a neat bit of recycling or plain lazy journalism. Whatever, this year I’m not going to be left out and so I’m proud present the first annual Open Chord Awards for superior customer service.
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Novotel: superior service in Ipswich

Blatant advertising but they deserve itSometimes I think it’s best to leave reviewing a good customer experience for  few weeks to see if it stays with you for a period of time. The test of a superior service is that when you think back to the experience you get the same positive emotional reaction that you got the first time. So that – combined with a busy schedule recently – is my excuse for not posting an immediately positive reaction to the Novotel in Ipswich.

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