Category Archives: customer experience

Here to help, IKEA?

Another customer service story. Another poor customer service story. Now, usually I’m fairly impressed with IKEA. They’ve understood a lot about the customer journey, about a good experience, and they’ve improved their service offer over the years. So I’m doubly upset to see them fail. And it’s the same old failure we so often seeContinueContinue reading “Here to help, IKEA?”

Ben and Jerry’s, the scales and authenticity

I like Ben and Jerry’s ice cream. I like the image. I remember an advert for Ben and Jerry’s that went a bit like this. They were making some ice cream with pecans in (sounds nice). They were getting a bit concerned that they needed to weigh out the pecans properly and so off theyContinueContinue reading “Ben and Jerry’s, the scales and authenticity”

Hurrah! It’s National Customer Service Week!

  A fine start to National Customer Service Week.  An aerial company I had booked to do some work at home called 20 mins before I expected them to turn up to say they wouldn’t come but would “book you in for tomorrow”. Oh no you won’t! The dentist receptionist fumbled to find the GDCContinueContinue reading “Hurrah! It’s National Customer Service Week!”