Category Archives: Chap 02 Winning Customers

Adapting the in-house food experience for modern work practices

I’ve not blogged much about contract foodservice, but an article in July‘s EP Magazine (page 29) caught my eye.  Adrian Evans, Sodexo’s Transformation Director, is talking about how market research is applied to workplace restaurants.  This highlights one of the key issues relating … Continue reading

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Operations Insight: Dixons Carphone fighting off Amazon

Over the last four years, Dixons Carphone have consolidated their 25% market share of the UK’s consumer electronics market.  This is despite the fact that across the retail sector, from grocery goods to fashion, online shopping has resulted in significant … Continue reading

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Why operations are at the heart of any business strategy

I blog about operations.  But this has to be placed in the context of the overall strategy of the business or organisation conducting those operations.  So it’s worth now and again to ponder on strategy, and reflect on current thinking … Continue reading

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How selfies have boosted industry sales by £55 million – but which industry?

You’d think it was smart phone or social media companies that have gotten a boost from selfies wouldn’t you?  They probably have.  But this recent tweet from The Grocer caught my eye – ‘Cosmetic industry sales boosted by selfies’.  Of course, … Continue reading

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Lululemon just a lemon?

I learned a new word today – “athleisure”.   This is the sector of the retail clothing market that designs and sells athletic clothing for non-athletic consumers.  It is a sector that Lululemon was in the vanguard of in the USA, so … Continue reading

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Barlows – five years on

I’ve been taking a look back at how the blog has developed over the last five years.  One of the first operators that I blogged about was Barlows – the Sheffield based shopfittters.  I then blogged about them again in … Continue reading

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Kids in Museums

I came across this Kids in Museums Manifesto and it got me thinking about order winners.   And in particular do children have different OWs to their parents or grandparents?  (Just to remind you OWs are how operations contribute to winning … Continue reading

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“Best ever complaint letters”?!*$%?

I’ve known about the ‘Virgin Atlantic: Mumbai to Heathrow Inflight Food‘ complaint letter ever since it went viral.  Indeed I used it in one of my classes.  But I have only just come across this website http://www.dearcustomerrelations.com, which was set up … Continue reading

Posted in Chap 02 Winning Customers, Chap 08 Queuing and customers, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , | Leave a comment

The new principles of brand leadership

Deloitte have studied 150 global brands across 28 countries to see how they are competing in today’s world.  At this site, you can download an executive summary of this report, or the full report. They identify operators having adopted one … Continue reading

Posted in Chap 02 Winning Customers, Chap 04 Location and design, Chap 14 Operations strategy, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Manufacturing, Sector: Retail | Tagged , , | Leave a comment

“Perception beats reality in pricing”

I love the headline from this Bain & Company article.  Largely because for years I have banged on about managing perception, as well as managing reality, in any service operation you might run.  For instance, one area that this is most … Continue reading

Posted in Chap 02 Winning Customers, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , | Leave a comment