Category Archives: Chap 08 Queuing and customers

Exemplars of co-creation

Co-creation is the concept that consumers are directly involved in the devising, and sometime delivery, of new products and services.  This is something that Vision Critical are interested in.  This is because this operation “provides a cloud-based customer intelligence platform that allows … Continue reading

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Research Insight: The Service Recovery Paradox

We define service recovery as “the actions taken in response to a service failure with the aim of restoring customer confidence and satisfaction” (page 200).  The service recovery paradox (SRP) is the idea that a ‘successful’ recovery will result in post-failure … Continue reading

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How hotels can exploit the internet of things

It is easy to think of the ‘internet of things’ as smart devices ‘talking’ to and interacting with each other.  But it’s not just that.  If one of the devices is the smart phone in the hands of a customer, then … Continue reading

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Operations Insight: MyDisney Experience App

Disney Theme Parks have always been at the forefront of managing queues.  They were one of the first organisations to understand the psychology of waiting lines (page 208) and implement policies designed to occupy people’s time, turn uncertain waits into … Continue reading

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Do you think user interfaces on consumer websites could be improved?

Having just blogged about online food retailing I thought this link might be relevant.  And having trolled through endless websites in order to bring you – Dear Reader – the stories you would find insightful, I find it particularly relevant. Walk.com … Continue reading

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“Seeing beyond the loyalty illusion…”

I’ve always been somewhat sceptical about loyalty programmes.  but this is mostly personal bias, as I am deliberately ‘disloyal’.   Here is Accenture’s latest take on loyalty and loyalty programmes, based on some research that they have conducted.  They have … Continue reading

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Heathrow T5 – five years on? No, nine years on!

I’m not actually going to comparee T5 now with what it was like when I first blogged about it five years ago.  Instead I’m going to compare it with what it was thought it would be like nine years ago. … Continue reading

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The Thirsty Bear – five years on

I blogged about this pub using touch screen technology five years ago.  It is still going strong.  Now there’s a video that shows the interactive screens in action…

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Co-creation? Well it all depends…

In our book, we have a section on ‘prosumption’ (pages 212-214).  This we define as “a model of consumer purchase and usage of a product or service that involves the consumer in its production or delivery”.   Often this is … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged | Leave a comment

“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