carl_potentioThis was a quickie Secret Shop but I hope you get the gist of the difference at John Lewis compared to Debenhams -
http://audioboo.fm/boos/279787-potentio-secret-shopping-debenhams-cafe-oxford-st-www-potentio-co-uk
To stress the errr, point - it is all about each and every touch-point that make up a service experience. I don't go into detail in this AudioBoo but you can probably tell from my tone voice that, if it's possible to get excited about a dept store cafe, John Lewis takes the biscuit.
We are presenting these Boo's in a retail client presentation later this week.
Lot's more Potentio Secret Shopping here -
http://audioboo.fm/search?q=potentio
