Retail Brilliance’s Post

Update three calls later and I've been told it will be up to 48-hours before I receive a call back. It's no secret I love my coffee in the morning, so imagine my despair when my new (5-week old) Nespresso UK Vertuo machine didn't work today. I tried all the troubleshooting and nothing worked, on a video call with one of their 'coffee specialists' we went through all of the same things and still no success. Their offer: a pre-loved machine (I took that to be one a customer had returned for being faulty) or a repair. The kicker: that repair could take three weeks and no they couldn't give me a loan machine in the interim.. I politely explained I would like a new replacement, but the computer said no. I asked to escalate my complaint to a manager, was told they wouldn't make a different decision several times, when I insisted, I was offered a call back within 8 working hours. In closing I was advised to read the consumer rights act. Go figure. The cherry on the cake was an email entitled: 'A message from Nespresso, Doing is everything'. The subject: Your experience really matters to us and we’d love to hear about the service you have received. Whatever good CX looks like, it's certainly not this. Looking for recommendations for a new coffee machine that preferably lasts longer then 5 weeks.

Providing great customer service impacts on your brand experience! Congratulations to John Lewis & Partners and LNER. This morning I had a couple of hours in between my first and second meeting, and I headed to the cafe area in John Lewis to do some admin on the laptop. As I made my way along the food counter to add my cheese scone, green tea and pay, each member of the serving staff met me with great energy. "How are you today?", "Can I get you anything else?" and "Enjoy the rest of your day, sir!". It turned a good start to the day into a great start. Positivity spreads. My second amazing brand customer experience today, was indirect. I was on an LNER train out of London and on the opposite side of the aisle was a dad and his young son. The boy was happy drawing with his crayons when the ticket inspection started. As the lady was checking his dad's ticket, he sat staring at her. Aware of this, she asked "Do you have a ticket?", he shook his head. "Would you like your own ticket?" she replied. The look on his face as she gave him a special kids travel card she had in her bag ,was fantastic. One little gesture made the small boy very happy :-) It also put a smile on my face watching it. Well done. What small things can your team do on a daily basis to connect with your customers and enhance their brand loyalty? They make a BIG difference. #brandloyalty #customerservice #people #brandawareness

My morning routine usually starts with an espresso (shout-out to Starbucks It’s a straightforward routine: mobile order, pup cup for my lab Beau, collect those stars, and get ready for a day filled with client meetings.⭐ I’ve only briefly considered the customer experience before, but when you stop and think about it, it’s pretty amazing. No matter how hectic my day gets—whether it’s the end of the quarter or the end of the month, or in between client meetings—I can always count on a consistent, efficient, and personalized experience. I see this from the other side, too, at work. When you pair a strong product with high-touch service? It’s pure magic. There's a multiplier effect, and it frankly makes my job a little bit easier. I’ll raise a double to that! And for those of you on a calendar year, happy selling as we close out the first month of Q4. ☕ #2xstars #customerexperience #coffeethoughts #customerfirst

Focus for the week: Full Fresh Friendly Clean Full, displays are for turning volume - quick nickels not slow dimes. Displays are meant to draw a customer in and say wow. Fresh, walk departments like a customer. Slowing down - 4 foot at a time. Would I buy it? Would I let my mother buy it? Friendly, do we treat customers like a transaction, or like a friend? We should exceed our customers expectations with a warm, welcoming store that makes them feel like they are among friends. Friendliness also extends to how we treat each other. Appreciation, dignity, and respect go a long way to making our team the best. Clean, Starts at the entrance of the parking lot and goes from corner to corner. Again it takes walking slow and looking for opportunities to correct. Always better to clean a little each day vs letting it build up. Chris wdchrishall@gmail.com

This morning, I stopped by our local coffee shop. The barista greets me: “Ah, there’s our soy girl.” Though a line was forming behind me, she took a moment to: → Compliment my jacket → Confirm my usual order → Steam the soy milk before I entered → Chat about how my morning was going → Genuinely thank me for supporting her business In just a few minutes, the barista made me feel like I was her most important customer. She has a warm way of making every customer feel this way. This personal touch is the small brand advantage. Unlike big chains, local shops have a natural way of building personal relationships with the locals. And in this instance, this coffee shop does this by: - Greeting you by name - Remembering your order - Truly valuing your business - Getting to know you, personally These small touch points speak volumes. They make local customers (like me!) feel recognized as one within their community. And the value of that? ✔️ Customer loyalty ✔️ Customer retention ✔️ Customer advocacy ...and just making people feel good My takeaway today: Savor the power of personal. Do the little things to make their day. Because the personal touches that come naturally for small brands? That’s an advantage a chain, given their scale and model, just can’t easily replicate.

Small Details Matter in Creating Memorable Experiences!!! Today I was reminded of the power of small gestures and their big impact on customer loyalty and business success. I came across a restaurant that embraced the spirit of the day not just with decorations, but with a personal touch - a small gift for every girl visitor. Why does this matter? 🤔 In an era where choices are abundant and differences can be minimal, it's the small details that set businesses apart. This restaurant’s approach to Valentine's Day is a perfect example of how going the extra mile can significantly enhance the customer experience, making memorable. After all, in the world of business, it's often the smallest gestures that leave the largest imprint on our customers' hearts. #ValentinesDay #CustomerLoyalty #MarketingTips

You know that moment when you give your name to order coffee, and it comes back... not quite right? Well, here’s a classic example: I said “Stuti,” and now I’m apparently “Studi” for Starbucks, Guess I’m rolling with it! Customer service really goes both ways – whether you're behind the counter trying to get through a busy morning, or in front of it, just trying to order your daily fix. We've all been there, and honestly, it's part of what makes these interactions fun (and sometimes hilarious). Anyone else have a new “coffee name” they didn’t ask for? 😆 #CustomerService #CoffeeConfessions #NewNameWhoDis #ServiceWithASmile #Hospitality #Marketing #CustomerEngagement #HospitalityIndustry #public #engagement

Did you know that 70% of customers say great service makes them loyal to a brand? Here's why... This resonates with many, showing the impact of thoughtful gestures and exceptional service on customer satisfaction. Recently, while celebrating my mother's birthday at a renowned restaurant, we experienced something remarkable. We were promptly seated, and our steward offered assistance with the menu. Despite being familiar with it, we sought insights into new additions. While the steward provided recommendations, we remained undecided. Another server then approached with exceptional suggestions, and we opted for his recommendations. This experience highlighted the value of attentive service and personalized recommendations. It underscored how finer details shape customer experiences and leave a lasting impression. Small Gestures have a big impact on customer relationships. Have you encountered exceptional service that exceeded your expectations? Share your experiences in the comments below! #CustomerExperience #CustomerService #CustomerSatisfaction

During my visit to A&W restaurant near the hospital in Joliette, I encountered three customer service problems within a span of five minutes. It is astonishing how many business owners are unaware of the revelation I am about to share. Just one disappointing experience is enough to make a customer walk away forever, never to return. This is why it is absolutely crucial to have exceptional customer service! Firstly, I was disappointed to discover that despite their extensive advertising about their raspberry pies, they were no longer available, and it was only around noon. Secondly, when we placed our order at the drive-thru, the server instructed us to wait at parking spot number two. However, there were no signs or indications to guide us to parking spot number two. Lastly, after I had to go inside to collect my order, the server forgot to give me my drink. Personally, I can confidently say that I would not consider returning to that establishment due to the negative experiences I had encountered. As a customer experience strategist, I can assist you in enhancing your customer satisfaction levels and ensuring their return. Do not underestimate the significance of customer service! Contact me today for an evaluation and to receive a comprehensive personalized solution report. www.dg-strategies.com #restaurants #customerservice #evaluation #businessstrategies

How old is this sign? 😳 Out of date signs like this scream neglect! How many years ago did we have COVID requirements in fitting rooms? These signs should have been changed over years ago. For one, customers don't want to be reminded about COVID, we all just want to forget about it. Am I right? Before the silly-season is fully upon us, take a walk through your business and look at it from your customer's point of view. Remove any old signs and stickers from walls, floors, windows and registers AND remove all the sticky residue left behind from those pesky stickers. Replace any damaged signs and update anything that's not current. Our team of Mystery Shoppers are fabulous at spotting things like this, but if you don't have a Mystery Shopping program, get your team to do it. Honestly, it doesn't take long and it shows customers that you care. #cx #relevant #covidsigns