Our Hotpoint dishwasher of 10 years has finally given up the ghost. Fortunately, we’d taken out extended warranty, so a replacement is on its way. Having ordered the new one, we got a text within hours: Hotpoint welcomes your Dishwasher order. Your Journey starts here and our teams will be with you until completion, providing updates along your journey. I […]
Read moreCategory: customer service
Forget the big idea – start with the user
We think of Apple as being the great modern-day innovators, but actually what they do is take an initial idea – more often than not one that a competitor has created – and then improve on it, based on customer needs. Even in 2016, this is something that so many brands still fail to do. In her book Meaningful: The […]
Read moreWhy we all need to claim for transport delays
Monday morning was no different to any other for me and many hundreds of thousands of commuters – a journey punctuated by delays. As my Southern Rail train arrived at London Victoria more than 30 minutes late, I pleaded (at volume) with the 50-or-so fellow travellers to ensure they claimed back a portion of their train fare, because of the […]
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