What does it take to succeed in retail these days? That’s a complex issue but you’ll often hear discussion around opening hours and whether staying open later in the evening could be part of the answer. When I visit London to deliver media training courses, I often stay in the Read more
What’s going on with one of our favourite brands? Watch giant Swatch seems to be treating its most devoted customers in a pretty shoddy way. The products and the advertising screams ‘fun’ but the atmosphere around their stores strikes me as ‘stay away’. What’s going on? And what can other Read more
The Apple Store has to be the most over-staffed retail environment I’ve ever seen. All these ‘Geniuses’ spend the majority of their day giving extremely basic tech support. The answers, the tutorials, everything you could possibly want to know about any of their products already exists all over the internet Read more
It’s exciting to see businesses opening their shutters and welcoming customers onto their premises for the first time in months. But business isn’t back to normal, not by a long shot. In fact, with the relaxing of restrictions and new rules announced daily it’s a confusing and stressful time for Read more
A Twitter user went public this morning with a picture, supposedly showing a passenger on an Easyjet flight sitting on a seat with no back on it. Easyjet’s account responded, asking him to take the picture down and then send a direct message with further details, so that they could Read more
I experienced some first class face-to-face customer service the other day. The company we lease our office from had taken too much money from our account this month. Naturally, I was keen to get to the bottom of this and put things right straight away. I’ve been paying this company Read more
As someone who spends most of their working life in different business premises and training rooms running workshops, I’m very aware of the need to make sure every participant is feeling comfortable. So the latest debate about the ideal room temperature at work has caught my interest. Much is being Read more
Here’s a true story. I booked a hotel room for a night. All they had available was a single room, non refundable. The following day, things change and I’m no longer able to make my that trip. So I phone the hotel, 2 weeks before the night I’d booked, and Read more