Tag Archives: Staff assistance

Nurturing the niche

So there I was watching the consumer show on RTE last night when I came across a sight that made me push the pause button with wonder. The sight I refer to was the picture below. I suppose it can  be described as a Tesco staff member walking after an elderly customer with a giant lollipop sign, signalling that she was there for assistance.

I was puzzled, so much so that I had to rewind, pause and analyse. So pause is what I did and I thought. I thought could it be that Tesco know their customer base so well that they feel it worth having this extra assistance available (Every little helps?). It was the only conclusion I could come to, as I have never seen such a thing happening before. If this is the case, then this is utterly brilliant. The so called ‘grey market’ is where profitable niches exist and Tesco are certainly nurturing this niche.

A lot is talked about database marketing and segmentation in relation to gaining insight into your customers behaviour. However I believe this example is probably a case of observation and simple common sense prevailing in a certain store, the basics if you like. Some companies forget these basics which include serving your customer, it really should be back to basics for some companies.

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Kareem’s Win-Win

Like many of us out there, when I have a techy problem I get all flustered and ponder the complexities of modern technology. I don’t however ponder it too long , I prefer to let the experts do the pondering. Kareem got in contact with us to share his view on customer service, in particular the great help he received from his service provider in relation to his website.

For Kareem the help he got not only was free (and we do love free at this blog) but left him with such a great impression of the company that he wanted to share it. This is the power of great service, it goes way beyond problem resolution. It builds relationships and is a powerful indirect promotional tool for a company.

Kareem provided a great analogy which really sums it up, ” Superior customer service is like having a great friend do you a favour: You feel the urge to repay them not because you’re forced to, but rather because you will feel satisfied in doing so”. 

This emphasis on returning the favour is what companies should be striving for, the aim is that you return the favour with their company only and speak highly of them to others, the essence of brand loyalty.

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Top Marks

A spur of the moment Thursday trip to M&S turned out to be quite the fruitful one. Initially lured in by their €12.50 dinner deal (which cannot be beaten for value) we were greeted by a selection of delightful treats being offered.

Yvonne was just as delightful as her samples, she amazed me with her enthusiasm and knowledge of all things Marks and Spencer. I left feeling knowledgeable  not just about the new range but a whole host of tips and tricks regarding all things cookery.

The most important point though is that Yvonne had bundles of passion without being pushy. She was absolutely brilliant at her job and could sell me a Spanish risotto in an instant, despite my abhorrent dislike for the mini rice dish. There needs to be more Yvonne’s out there !

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