http://blogs.informa.com/ecmw European Customer Management World Blog Fri, 5 Sep 2008 17:34:20 +0000 http://wordpress.org/?v=wordpress-mu-1.2.5 http://blogs.informa.com/ecmw/2008/04/10/cragrats-md-dave-bradley-a-master-class-in-creating-customer-loyalty/#comment-86 Buy » CragRats MD Dave Bradley: A Master Class in Creating Customer Loyalty Thu, 10 Apr 2008 18:15:12 +0000 http://blogs.informa.com/ecmw/2008/04/10/cragrats-md-dave-bradley-a-master-class-in-creating-customer-loyalty/#comment-86 [...] ECMW wrote an interesting post today on CragRats MD Dave Bradley: A Master Class in Creating Customer LoyaltyHere’s a quick excerpt The difference was that Freddie made an effort to get me to engage with his company, the company who made the bike I wanted to buy and with cycling in general. I was hooked…. [...] […] ECMW wrote an interesting post today on CragRats MD Dave Bradley: A Master Class in Creating Customer LoyaltyHere’s a quick excerpt The difference was that Freddie made an effort to get me to engage with his company, the company who made the bike I wanted to buy and with cycling in general. I was hooked…. […]

]]> http://blogs.informa.com/ecmw/2008/02/21/cragrats-chairman-dave-bradley-what-makes-customer-experience-extraordinary/#comment-30 Tim Easton Tue, 04 Mar 2008 14:11:48 +0000 http://blogs.informa.com/ecmw/2008/02/21/cragrats-chairman-dave-bradley-what-makes-customer-experience-extraordinary/#comment-30 Extraordinairy! I know exactly how Dave feels for reasons which will become apparent. I am not usually a fan of shopping expeditions unless they are for CD's, books or musical instruments. However, one trip I always make is to Lofthouse's in Compstall. Another butcher's shop, owned by Bob And Tony Lofthouse , which truly understands how to make a mundane exercise into something special. That they serve products of the highest quality is beyond question - it is the way that they do it that makes the difference. Every visit I've had has left me laughing and has usually resulted in me spending more than I'd intended - either because the boys have pointed out I'd missed something vital or worse still, I've been lured into the "weighing game". This started when Bob once claimed that he didn't need scales to measure meat accurately and I foolishly challenged him to prove this. When I was 4-2 down, having bought the items on my shopping list, how could I leave until I'd equalised or better still beaten him? I never have won but it's additional elements like this that turn the shopping trip into an occasion. One final point is that, unlike an anodine trip to the supermarket, I have never checked the price of goods in Lofthouses because I know that the value I get in other areas more than compensates. The lesson, and the challenge, for the big boys here is to try to emulate this type of experience. I shall be interested to see if it ever happens Extraordinairy! I know exactly how Dave feels for reasons which will become apparent. I am not usually a fan of shopping expeditions unless they are for CD’s, books or musical instruments. However, one trip I always make is to Lofthouse’s in Compstall. Another butcher’s shop, owned by Bob And Tony Lofthouse , which truly understands how to make a mundane exercise into something special. That they serve products of the highest quality is beyond question - it is the way that they do it that makes the difference. Every visit I’ve had has left me laughing and has usually resulted in me spending more than I’d intended - either because the boys have pointed out I’d missed something vital or worse still, I’ve been lured into the “weighing game”. This started when Bob once claimed that he didn’t need scales to measure meat accurately and I foolishly challenged him to prove this. When I was 4-2 down, having bought the items on my shopping list, how could I leave until I’d equalised or better still beaten him? I never have won but it’s additional elements like this that turn the shopping trip into an occasion. One final point is that, unlike an anodine trip to the supermarket, I have never checked the price of goods in Lofthouses because I know that the value I get in other areas more than compensates. The lesson, and the challenge, for the big boys here is to try to emulate this type of experience. I shall be interested to see if it ever happens

]]> http://blogs.informa.com/ecmw/2008/01/03/starbucks%e2%80%99-organization-chart/#comment-3 Peter Massey Thu, 10 Jan 2008 13:56:22 +0000 http://blogs.informa.com/ecmw/2008/01/03/starbucks%e2%80%99-organization-chart/#comment-3 Love it Phil! Really emphasises a simple truth about managing people - get out of the way and let the frontline staff do their job with lots of common sense. May be that's why home working is a growing part of the future. No managers at home - if you discount the teenage daughters of course Love it Phil! Really emphasises a simple truth about managing people - get out of the way and let the frontline staff do their job with lots of common sense. May be that’s why home working is a growing part of the future. No managers at home - if you discount the teenage daughters of course

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