Smith+Co

WH Smith Staff at the till: “Would you like a bar of chocolate as well?”
Customer: “No, I’d like you to stop wasting my time and sort your service out, because it’s a joke.”
In recent weeks we’ve seen that WH Smith has been voted the ‘worst retailer on the UK High Street’ in a survey of more than 10,000 consumers. The survey, carried out by consumer group Which? reported that the customer complaints varied from outdated...

We’ve been privileged to play a leading role in the customer experience revolution since the start. And though much has changed in the environment of CX over the years, and the landscape has become more digital than physical, there are a few key truths...

Brands who over-promise and underwhelm are dead before they’ve got going. The customer experience has to be approached with as much pragmatism as ambition, and it needs grown up heads to ensure it is both sustainable and deliverable.
One of the biggest mistakes I see is when organisations assume that they should differentiate on every part of their marketing mix. The truth is that success does not demand this level of ambition, as everything depends on what the market truly values...

Now that the dust has settled, and the world hasn’t ended, it’s probably a good time to reflect on Wetherspoons’ decision to abandon their social media presence. The decision saw marketing influencers referring to the decision as “idiotic” whilst others...