Fizz Experience & WDS (Warehouse Demo Services)

Here's the continuation of my post-Big TOE thank yous after I ran out of word count in P1! In case you are reading this stand alone, these are some of the companies who helped make my 1970 mile 62 day run around England a whole lot better. Costa Coffee The cold can lattes and caramels that we received were especially helpful on time pressured mornings. I would breakfast in the van getting to the start and even getting up at 5 there was too much to do to sit down for a hot coffee. They were also a huge hit at Street Parkrun, handed out to the galaxy of fancy dress runners who joined me and needed a drink between the parkrun and our run up Glastonbury Tor! PRIME The two flavour variations that PRIME delivered to my door at the start of the Tour were Lemon & Lime and Tropical Punch. These flavours are very full on, but the tour really put them to the test. 62 days later I was still getting through them easily when other drink & food had become tedious and repetitive. I am a massive convert! Ocean Outdoor Ocean's offer to put me on the billboard in Birmingham Bullring midway through the tour and at Eldon Square Newcastle at the end was a huge morale boost. These also proved to me how prestigious these key locations are - so many people were wowed by them. Fizz Experience & WDS (Warehouse Demo Services) No #FMBE agency embraced my tour quite like Fizz. In addition to their donation, marketing lead Andy Youings ran 2 full days - in Surrey and in Dorset, and we also celebrated a Fizz afternoon when Andy and I ran into Denbies Wine Est, near to their Dorking HQ. It was great to see their new logo out and about. The final touch of was a team pop up with an aid station in the park near to their client Costco's depot in Coventry. Elevate Global - see my comment below REL Field Marketing A very generous donation was backed up by REL with help to secure the PRIME drink delivery noted above, with support from team Weetabix when I ran through their wheatfields, and with finish line support from their Adidas team. GottaBe! Marketing In addition to their donation, it was a lovely surpirse to find Aisha from GottaBe! ready for me at Winchester cathedral with GottaBe! well wishes and a selfie for their socials. FUSION 2K I wanted a brand experience arrival in the centre of London and Fusion made that happen by inviting me to joing the Nissan E-Racing event, setting up a welcome table for Sushi for four in the midst of their experiential evening. ALFA Connect Group Alfa's whole agency was behind me cheering, popping up across my social media online, and offline turning up to run the parkrun at St Albans with me. Alfie Shipton, son of Group CEO Andy even brought his sports massage skills to the fore, turning up with his table to get some action back into my quads. Aniseed PR & Photography - Our preview days on the way to the start were a huge success thanks to the highly energised input from Jill Hawkins, who has make it happen magic in abundance.

Make 'help, share and prepare' a part of your customer experience. My van recently came to the end of its manufacturer's warranty, so I decided to switch to my local independent garage for servicing, MOTs and anything else van-related. I was immediately struck by their "Help, Share & Prepare" approach which I think many brands totally overlook: - HELP (don't scare) your customers - e.g. "your rear brakes are beginning to wear - they're fine for now but pop back in a few months and we'll have a quick check for free and advise when they'll need replacing." - SHARE (don't shield) the expertise you have - e.g. "it's simple to change the wiper blades yourself so you don't have to pay us to do it - let me show you how." - PREPARE (don't surprise) your customer - e.g. "don't forget your cambelt will need changing in 15,000 miles time - budget £600 for that." Compare this to my local dealership who spent a good 15 minutes trying to scare me into a 12 month service plan using numerous doomsday scenarios to make their point - not helpful. Based on my experience, the 'Help, Share, Prepare' approach will deliver business growth because: - You build trust, ensuring yours is the number the customer calls. - Your customers tell their friends about the brilliant experience - recommendation is the best way to win new customers. - You build a customer relationship that is more than transactional (so less about price) - people buy from people they like. In short, I believe a good, human-centric customer experience is your best growth strategy (without you even realising). How can a help, share and prepare approach be applied to your business? #customerexperience #experienceiseverything #humanconnection

We spent last weekend in Wales and I saw this fabulous message in the window of Y Nyth, the community centre in Criccieth. It's a great example of understanding human nature while encouraging footfall. "Any one may come into this place, unattended for a cuppa, use the toilet, get out of the rain or eat your picnic. Don't be shy, don't wonder, come and rest awhile." Now, this is a community centre, which would obviously offer community support, but retailers would benefit from the same approach. Be welcoming, offer services that would be of interest to any human, and people will enter your store. Yes, this is another of my posts telling you retailers to promote your toilets. Shoppers will use them and then spend money. Yes, there may be toilet nightmares, but there WILL also be increased sales. And gratitude. And return visits. And happy shoppers telling their friends. Go on, give it a try. You must just surprise yourself. #TheFutureOfRetailIsToilets #CustomerExperience #ISRC

From Grocery Gazette, interesting to see another UK Grocer making the move to uninstall some of its self-serve checkouts in favour of tills run by humans (hurrah!) Stating that both staff and customers were "very satisfied with the change" it's great to see increasing the in-store experience and decreasing customer and staff frustration is still a key priority for retailers. I appreciate that there's often a balance to be struck somewhere between the two, but great to see Morrisons and Booths being quick to correct moves that may have moved too far in the wrong direction for customers. An area to watch. #customerexperience #humanconnection #retail #experienceiseverything

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