M&S. The writing’s on the wall

It’s rare that I write a follow-up piece to a blog, but this one seems to be writing itself.  The willful deafness of M&S is a business-failure case study in the making. Back in July, I wrote a piece about how M&S were committing the cardinal sin of business, which is to ignore the views of their customers. It clearly touched a nerve, proving to be one of my most popular pieces and receiving [...]

By |2017-11-08T12:51:05+00:00November 8th, 2017|Marketing Strategy, Business Strategy & Development, Brands & Branding, Retail & Hospitality|Comments Off on M&S. The writing’s on the wall

Happiness On The High Street? Cheap Clearly Isn’t Cheerful

Regular readers of my blog may remember the post I wrote in January about how retailers blame poor sales on just about everything apart from the customer experience. Which? Magazine has just published its annual Shopper Survey, based on satisfaction and likelihood to recommend - and the importance of excellent customer service could not be clearer. The headlines are that Lush, Disney, Richer Sounds, John Lewis and Waterstones make up the Top 5 and Apple [...]

By |2017-01-04T19:51:29+00:00May 23rd, 2014|Customer Service & Experience, Retail & Hospitality|Comments Off on Happiness On The High Street? Cheap Clearly Isn’t Cheerful
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