How bricks-and-mortar stores struggle with digital service propositions
I always like hearing insights from actual employees about company philosophy. A recent forum post, in response to an article about Amazon’s increasing dominance over the publishing industry and a question about why there is no similar warehouse distribution competitor of the same scale, is quite revealing about how one of the most successful “bricks [...]
Why Print Shops Need to Be Like Pit Stops
Consider, if you will, the Formula 1 pit stop. The pit stop is designed to support the Formula 1 driver in the most efficient way possible. The goal is to deal with whatever needs the driver has, at potentially very short notice, and get them out on the road again in the shortest amount of [...]
The Too Fast Burger
One of our close associates, Kevin Bacon, recently told us an interesting story regarding his use of consultants when running The Restaurant Group, and how having an external viewpoint – especially when things are going well – can save a business. In the first four years running Frankie & Bennys, now a leading UK restaurant [...]
The 7 Deadly Service Sins: Sin 7
This is part 7/7 on the 7 Deadly Service Sins. Part 6, “Exploiting gaps in your knowledge for profit”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative perception of the [...]
The 7 Deadly Service Sins: Sin 6
This is part 6/7 on the 7 Deadly Service Sins. Part 5, “Not giving you what you think you have paid for”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative [...]
The 7 Deadly Service Sins: Sin 5
This is part 5/7 on the 7 Deadly Service Sins. Part 4, “Locking you in to a service”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative perception of the organisation? [...]
RSS Feed
Recent comments