Enablers: location, location, location

If you want to lay the foundation for a great customer experience it’s a good idea to start with the look and feel of your location – both physical and virtual.

La Baie de Somme - relaxing, even on a dull day

Let’s consider physical location – if you want a good post on virtual location take a look at a recent post on the 1to1 marketing blog – and I’ll indulge in another of my specious comparisons by comparing British and European motorway service stations. Continue reading “Enablers: location, location, location”

Getting the basics right: a tale of two restaurants

Two restaurant visits in the space of a week reinforced my view that it’s getting the basics right that distinguishes a superior service from a purely functional one.

Back in August we were celebrating my eldest son’s birthday and arranged a couple of meals. The first was at the acclaimed South London restaurant Chez Bruce and the second was at Locale, an Italian restaurant near the London Eye. These are two very different restaurants: Continue reading “Getting the basics right: a tale of two restaurants”

Superior service examples: introduction and warning

This category features stories of organisations which have provided me and other contributors with a good example of superior service. Where possible I will provide feedback to the organisation in question and, if they are willing (they should be!), I will share with you the critical success factors they have put in place to deliver superior service.

But first a warning: Continue reading “Superior service examples: introduction and warning”