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London Archives - Into The Blue Consulting

Customer Recovery: Why it can Pay to get Things Wrong

The ultimate objective of Customer Experience is to create loyalty. Not just creating customers who like your brand or are very fond of your brand, but who LOVE your brand and who would not consider taking their business anywhere else. As Ken Blanchard says, it is all about creating ‘Raving Fans’ There are various elements to a CX strategy, and one element which is consistently under-rated is that of putting mistakes right – or Recovery. If we take the basic elements [...]

Dorchester Dining Showcase Event

Last week I had the privilege of experiencing the annual masterclass in service excellence at the Dorchester Hotel on Park Lane in London. This behind-the-scenes private dining event was hosted by Executive Head Chef, Henry Brosi, who shared some fascinating insights into the nitty gritty of delivering a world class premium service. At the Dorchester they rightly identify the crucial ‘people factor’ and use personality as a key recruitment criterion. This is key to buying into the excellence ethos and [...]