Tag Archives: customer satisfaction

National Trust – five years on

The National Trust is an interesting operation, or rather set of operations, to blog about.  It faces various challenges not typically found in commercial businesses. It relies very heavily on membership and donations to help support its work, although it … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Public Services & Charities | Tagged , , | Leave a comment

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

Posted in Chap 02 Winning Customers, 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

Turning sentiments into data or emoticons gone mad?

You may or may not be a fan of Dave Gorman’s Modern Life is Goodish.  But I’m a fan, especially since many of the things he talks about are related to operations management – seen very much from his somewhat … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services | 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

Risks associated with being a low cost operator

There are a number of risks associated with being a low cost operator. A cost leadership strategy may have the disadvantage of lower customer loyalty, as price-sensitive customers will switch between operators if they offer a better price. A reputation … Continue reading

Posted in Chap 14 Operations strategy, Operations Management | Tagged , , | Leave a comment

Thoughts on listening to the customer

I’ve always worked in service businesses that had direct face-to-face contact with  customers.   Hence getting feedback from them – both positive and negative – was never a challenge.  For instance, in a university there are all kinds of mechanisms … Continue reading

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No blog from me about the hotel that fined guests for posting a bad review

I’m not going to blog about the Blackpool hotel that fined guests £100 for posting a highly critical review on TripAdvisor (for details see here).  Since I was critical of customers wanting take-out food from an eat-in restaurant a few days … Continue reading

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Research Insight: how touch sells and satisfies

We’ve blogged before about how touch can influence consumer behaviour.  One study has found that customer who were touched, apparently accidentally by the server, rated a service more highly than those that were not touched.  Now another study has found … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Retail | Tagged | Leave a comment

Operations Insight: How to reply to a critical online review?

Every now and again (with more and more frequency) examples of complaint letters, online reviews and operator responses appear in the media.  I like this recent example.  I’ll let you make you own mind up with regards whether or not … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment