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customer experience
Sophie Langham
  • By Sophie Langham
  • Feb 27 2017

Making it Memorable

Important Customer Experience Lessons for Retailers

There is no doubt about it, the pressure is on for UK retailers in 2017. The Government’s plan to hike rates for high-street shops will inevitably have an impact on their costs and feed through to higher prices for the consumer. We need to be given a valid reason for not shopping around for the cheapest price, or indeed just simply clicking on Amazon. So in order to build customer loyalty, retailers need to look for ways of making the shopping experience truly memorable if they are to survive. ‘Ok’ is no longer good enough. As consumers, we’re not only looking for much more, we now expect it.

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Shaun Smith
  • By Shaun Smith
  • Feb 13 2017

To Fly to Charge - Part Two

How not to collect customer feedback

I published a blog last week relating to a recent experience of British Airways and their new policy of charging for food and drink.

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Shaun Smith
  • By Shaun Smith
  • Feb 06 2017

To Fly To Charge

The dangers of neglecting the basics

Last week I flew to Helsinki to present a Customer Experience Masterclass. Because the sector length is reasonably short, I booked economy with British Airways. I haven’t flown down the back with BA for a while and so I was surprised to discover that the airline is now charging for food and drink; something I would expect on a low-cost carrier like Ryanair but not on a premium brand like BA. Still, the upside was that the menu card in the seat-back pocket advertised a delicious looking M&S branded bacon roll and proper filter coffee. I couldn’t wait. Having had a very early start I was ready for it!

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