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
carl_potentioBack at the office now and pleased to have this AudioBoo blog of my experience at Google. I talk about "fast" in the audio and I have to say I lived up to it in the production of this. Love things being "instant".
JanpotentioThanks for listening to this audio boo about my experience at Rocket. To sum it up I'd say there were 5 customer perception touch points that worked for me:
1. On approach to the enclave of shops - candles and natural flame evoked a holiday feeling
2. The scent of quality italian/international food matched by the awesomely tasty/huge calzone and great wine - definitely satisfying
3. The attentive and dedicated waiter service - found him to be very helpful and friendly
4. The private room - facilitated a great atmosphere amongst us guests
5. The Rocket blankets outside in the lane was a nice surprise that exceeded our expectations and enabled us to finish the night with that holiday feeling once again.
With all these awesome touch points I would definitely return and tell others about our experience.
JanpotentioFeel free to follow Potentio's service commentary here http://audioboo.fm/search?q=potentio, email me directly at jan@potentio.co.uk to see how you can differentiate your service, develop your people and wow your customers. Also if you're interested in providing feedback about service through our audioboo channel feel free to approach us about that too.
carl_potentioI listened to Jame's audio and agree, Legoland was exactly as described in his report. I have been there with the kids twice. It is also better for families with children at different age ranges, as there is something for everyone, 1-100! But Peppa really has an age expiration. I have yet to visit Peppa Pig world, although my friend is going this weekend so no doubt Eleanor will be bugging me to go once Izzy tells her all about it! I will ask her to comment.
carl_potentioGo James - Legoland vs Peppa Pig World. Quasi-theatrical leisure gets the Potentio service review. I vote for Lego.
carl_potentioAnd on that final point regarding 'building a connection with the department store' - it's the extra mile service that encourages customers to return, spend and recommend. I may not have bought this time but a little more service provision would have made me consider trying the dept store again to fulfil another need at another time. Think Net Promoter Score.
