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_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.
carl_potentioWe have had some of the biggest and fastest number of plays for this Secret Shop AudioBoo. At last count 75 listens within 4 hours of publishing. Tim and the Reed and Mackay team's service is certainly attracting attention. Customers will talk, they always have and now they can do it at scale! Potentio use social media to comment on service, shape opinion and find the service stars that we can all learn from.
carl_potentioSome more conversation starters - clients and customers assess service according to their experience of their WHOLE service world. This is why Reed and Mackay's service is so important to Ashurst. What they do sets the standard for a clients (internal and external) interactions across the firm. And firms today purport to be 'one-team' - there is nothing more integrated than a travel office working seamlessly with internal and external staff and providers to deliver exceptional service. It's a differentiator that says, "yes we are a law firm and we handle everything exceptionally well not just your legal requirement."
carl_potentioOne further point on this AudioBoo - Reed and Mackay's great service now puts them amongst the travel agents I would turn to for travel arrangements (personal and business). My colleague Jan booked through them on my recommendation and I always check my personal travel with Tim in case he can help me. Remember, these guys are attached to Ashurst and could remain a company I only use when travelling with and for Ashurst but their service has marked them out as a provider I trust and will return to for my needs,
