Why Your Business Needs a "Signature Dish" Like This

a.o.k cex wow Nov 12, 2018

I know of a great place to eat that does the most amazing steak and ale pies, The Weighbridge Inn situated in the beautiful Cotswolds between Nailsworth and Avening. They've been serving these pies for over 40 years.

It’s a quintessentially English country pub, ‘old fashioned’ in its style and ambiance with roaring log fires to welcome you in the winter. Muddy boots, dogs and children are all welcome.

The Inn is renowned in the area for its wonderful 2-in-1 pies (half steak and mushroom, half cauliflower cheese). Created over forty years ago, this unique dish remains a firm favourite for all of its customers. The recipe has never been made public and to this day remains a closely guarded secret passed from landlord to landlord. If you ever travel close by, I recommend you call in and try them for yourself. Yum, you will not be disappointed!

These pies have become their ‘signature’ dish. They make them so well that they have been able to draw in...

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How to Turn a Disaster into a Great Customer Experience

a.o.k cex wow Nov 12, 2018

Car dealers have received some pretty poor press over the years and perhaps rightly so. But there are examples of businesses that now demonstrate great examples of how to WOW their customers.

One of our favourite brands and clients found within the retail automotive sector is the Sytner Group, part of US giant the United Automotive Group. The Sytner Group was founded by Frank Sytner in 1960′s and has become the most successful premium brand dealer group in the UK. The Group aim is “To be famous for delighting customers, employees, manufacturers and shareholders”, which has been their driving ambition since it first came into being in 2001.

Image courtesy of Sytner Sheffield

One of my favourite customer WOW stories was shared to me by Peter Mitchell who at the time was Assistant Bodyshop Manager of Sytner’s dealership in Sheffield. Peter shared his story of how he WOW’d one of his customers.

The customer had just taken delivery of a new BMW and within a...

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Discovering Your Brand's Emotional Footprint

If your business was a shoe how would it feel to walk in?

Would it be tight and pinch you?

Does it have awkward characteristics that rub and irritate customers?

Are some transactions awkward and painful to experience?

Understanding where the PinchPoints® are found is key to smoothing the experience for your customers and encouraging repeat business.

As the saying goes....

Only the wearer knows where the shoe pinches.

The Emotional Footprint

Your business has a unique feel to it.

We call this your Emotional Footprint®.

It's what the experience feels like to be a customer or an employee. Understanding the Emotional Footprint® you are creating is important as it can be used to understand what needs to be changed within the experience in order to create a positive and loyalty building engagement with your brand.

Once you understand how emotional connections drive people to your business or brand, and then make the necessary adjustments to the experience they have...

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