Tag Archives: social media

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

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged , | Leave a comment

Operations Insight: Warby Parker

Warby Parker design, manufacture and retail spectacles (eyeglasses), mainly on the internet.  They only started just over four years ago and have already sold more than 1 million pairs of glass, with an annual turnover estimated to be more than … Continue reading

Posted in Chap 02 Winning Customers, Chap 14 Operations strategy, Sector: I.T. & ecommerce | Tagged , , , , , | Leave a comment

2020 – digital technology as a driver of change

Four aspects of digital technology drive change, according to Deloitte (here), all of which we have blogged about in the last few months. Mobile technology – the adoption of wearables will continue wireless traffic’s double digit growth. Cloud computing – … Continue reading

Posted in Chap 01 Introduction, Operations Management | Tagged , , , , | Leave a comment

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

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism | 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

Focus on the operation and reputation will look after itself 

This infographic addresses the impact that Yelp may have on business performance.  There’s some interesting data here, but the advice stinks. To get good reviews, run the operation well i.e. deliver on your order winners. Source: entrepreneur.com

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

Customer service reviews online the British Gas way

British Gas have a web page devoted to ‘energy reviews’.  It ‘showcases’ feedback from customers and summarises how customers rate the operator’s service.   More and more companies are doing this – for a couple of reasons.  First of all … Continue reading

Posted in Chap 09 Quality, Sector: Energy & Utilities | Tagged , | Leave a comment

How Marriott are asking customers to innovate for them

Marriott International have developed a website called ‘Travel Brilliantly’ that is designed to encourage its customers to submit innovative ideas to the company.  The site outlines some of Marriott’s most recent innovations.  Another page invites users to “co-create with us”, setting … Continue reading

Posted in Chap 16 Innovation and CI, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Insights into the digital transformation of business

This link takes you to Capgemini’s Digital Transformation Review (PDF file of 12.16 mbs).  It features insights into how companies are changing their customer experiences and/or back office processes through the use of ‘digital technologies’.  There are articles on Zappos, Mercedes-Benz … Continue reading

Posted in Chap 10 Processes and technology, Sector: I.T. & ecommerce, Sector: Manufacturing, Sector: Retail | Tagged , , , | Leave a comment

Good insight into company culture – Glassdoor’s ‘Best companies to work for 2014’

On the basis of employee surveys, Glassdoor identifies the ‘best companies to work for’ in the USA.  Their webpage that lists the top 50 also provides an insight into the culture of these organisations with some videos and slide presentations.  Social media … Continue reading

Posted in Chap 11 Jobs and people | Tagged , , , | Leave a comment