Sir Terry Leahy spends every Friday on the shop floor, do you?

One to One conversations with your customers can be your most powerful survey tool Tesco is the world's 3rd largest retailer behind Walmart and Carrefour. It has almost 2,500 stores worldwide. Its Chief Exec Terry Leahy, widely credited with…

Top 17 must read: build a business with fantastic service ethos

Here are 17 posts from the last year which I consider to be at the forefront of thinking on how you can build a business with a fantastic customer service ethos. Not all of them are specifically about customer service but I think they point…

Don’t fear the reaper… I mean customer

Sage business advice from Blue Oyster Cult. You shouldn't fear the customer. If you separate the process of gathering customer feedback from the emotions bound up with any complaints you receive then life gets an awful lot easier. Look at the…

Why “permission feedback” is the future of customer satisfaction

ALl about permission feedback Traditional methods of getting feedback from customers make it difficult for the customer and easy for the supplier. If the customer is absolutely determined to give good or bad feedback, they will fill in…