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C U S T O M E R S E R V I C E
CUSTOMERSERVICECHAMPIONS
SirRichardBransonhasbeenvoted InstituteofCustomerService. -Blackburn&DarwenBorough
Britain’sbestambassadorofcustomer Thesurveyparticipantsareallcustomer Councilarehavinganemailfreeday
service.AmazonfounderJeffBezos serviceprofessionalstakingpartinthe andjobshadowing,
tooksecondplace,followedby 9thAnnualNationalCustomerService -VirginMediaarecelebratingwitha
ChurchilltheDog,inasurveybythe Weeklastweek. dayofmusic,funandrock‘n’rollinthe
Around1,500organisationshave callcentre. “Thekeytosuccessistotreatcustomer
registeredfortheweekandmanymore JoCauson,theInstitute’sChief serviceasaculture,notadepartment.
tookpartworldwide. Executive,saysitisnocoincidencethat Youmustlistentoyourcustomers,
Someexamplesofthethingstaking SirRichardBransonandJeffBezos deliveronyourpromises,investinyour
placeinclude: toppedthepoll. staffandbepreparedtoevolvetomeet
-AtreasurehuntintheTransport “SirRichardisoftenpreparedtotake thechangingneedsofyourcustomers.”
MuseumandCoventGardenfor thecustomer’sside,whileJeffBezos Researchshowsaround90%of
TransportforLondon’sstaff, brokethemouldwithAmazon,by customersarelikelytotellothersabout
-UKNGrouphaveorganised developingtheblueprintforeffective, abadcustomerexperience,but
sponsoredStarWarsthemed-weekand personalised,onlinecustomerservice.” satisfiedcustomerstellpeopletoo!
a‘backtothefloor’eventforsenior
staff,
P I X E L C A L L I N G . . .
“WE CAN’T COMPETE
WITH SUPERMARKETS,
SOWHYTRY?”
PIXEL CALLS ROBERT AND JILL WILSON OF
RAPTURE PHOTOGRAPHICS IN NORWICH TO
ASK “HOW’S BUSINESS?”
Notbad.Don’tgetmewrong,it’snot about8paprint.Acoupleofour
easy,andIgetthefeelinganyonewho localJessopsclosedbutone’sstill
saysitismightbetoooptimistic,or open,inanareawithhugerentsand
they’retryingtomakethemselveslook italwaysseemstobedeadinthere…
good.It’satoughtimeformost howaretheydoingit?
businessesoutthereandthisisn’tan Whatwedomakemoneyonis
easyindustry. enlargements.Wehaveawetlaband
Weusedtorunafamilyportrait itdoesthingswhichsomedrylabs
businessfromhome,butourpremises andhomeprinterscan’t,like
wasfloodedandwhilsteverythingwas panoramicprints.Wealsodocanvas
instorage,weopenedaphotographic prints,largeformatprintsandmost
printingstorewithFujiDigitalImaging recently,personalisedcalendars.We
Services.Locally,printingdoesn’tseem doalotofprintingforstudentsand
tobedoingtoowellingeneral.Most professionalphotographersaswell.
ofthesupermarketsjusthavekiosks Wedon’tsellmuchfilm,andmemory
ratherthanbigprocessingfacilities cardsaren’tsellingaswellasyou
now,andafewprocessingplaces mightthink,eventhoughwesellthem
haveclosedcompletely.Theproblem atinternetprices.Perhapspeoplebuy
is,digitalprintpriceshavebeen themwithcameras,whichwedon’t
slashedtosuchanextentthatnoone sell–there’sjustnotthemarginin
canbringthembackupagain.Prints them.It’sthesamewithdigitalframe:
arebeingsoldfor4p,whichismaking wejustcan’tcompetewith
whoever’sprintingthemalossof supermarkets,sowhytry?
06PIXEL
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