Easy To Publish

publish your book for free

Friday, 27 June 2014

TESCO

I caught the end of a BBC discussion about Tesco earlier and the gist, as far as I could gather, was that times are still challenging for this mega business.  It is losing ground to both large and small competitors.

At one time - say five years or more ago - the bulk of our family shop was done in Tesco branches.  But now, at best, I'll pop in to top up but only if I'm passing a store.  It is rare now that I would make a specific trip to visit a Tesco store.

It is not that Tesco doesn't have offers galore.  The thing that pisses me off the most is checkouts.  Now, I am not just talking about one branch.  I can name four store that have been good for shopping but very frustrating at the pay points.

So, the BBC discussion prompted me to revisit Tesco's website to reacquaint myself with the company values.  This is the one that jumped out at me:


"No one tries harder for customers

  • Understand customers
  • Be first to meet their needs
  • Act responsibly for our communities
Understanding people – customers, colleagues, communities – and what matters to them, and then trying to make those things better, is at the heart of Tesco. It's about listening to people and talking to them using all the tools at our disposal – from Clubcard data to social media – and then acting by changing and innovating to meet their needs."
No one tries harder for customers.  I'll remember that one next time - if at all - I shop in a Tesco store and queue at the tills.
If Tesco tried hard for customers, the generally good shopping experience would not be spoiled by the exit experience.  Guarantee me fast, efficient staffed checkouts and I'll be back.
A broader point here - all the talk about overall corporate strategy and tactics must translate to a genuinely better experience for the customer from the start of the shopping trip to the end.  New signs won't cut it.
Oh and finally, find a way to introduce the concept of smiles.......
Customer Service In A Nutshell: Sincere good manners plus efficiency

Customer Service In A Nutshell

Customer service. Oh dear. What are we going to do about it? This is the simplest business book you will ever read. It is short on words (c. 3,500). It contains only one basic message, and a few thoughts. To focus interest, the same message appears on the first 50 pages (let the buyer beware) but, because attention spans aren’t what they used to be, I have inserted the odd image here and there. I said, to focus interest, the same message appears on the first 50 pages (let the buyer beware) but, because attention spans aren’t what they used to be, I have inserted the odd image here and there. It’s a nutshell message from my forty years experience as a retail and customer service manager and my fifty-five years as a customer. Repetition is one way of learning to ensure we never forget the lesson. I said repetition is one way of learning to ensure we never forget the lesson. Absorb the message and get on with it. Customers deserve nothing less. This book is the basis for a fun, lively and focused customer service workshop. It’s a collection of notes, observations and presentation material collected over the years. Scatter a few copies in your employee rest areas.
ISBN: 9781784072117
Total Pages: 98
Published: 4 December 2013
Price: £4.99








No comments:

Post a Comment