Hillary's pretty media picture!

[dibsdobs]

Have a look at this, page 12 and 13 make interesting reading. You will need Adobe reader.

I like the bit where it says, we were treated like customers



www.fujitsu.com/downloads/EU/pt/publications/s4b_19.pdf

[dibsdobs]

Here's another quote you might like!

Something sounds familiar

A little "who's the customer confusion?"


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Mike Snapes is an entrepreneur with investments in retailer Hillary's Blinds and European Golf Brands, which manufactures golf caddies. Snapes is a big believer in finding out what customers really think and sits in on focus groups for both businesses. "It's one thing to gather the data from research and another to get the feeling of how customers say things. A lot of the information we seek for Hillary's is about what a customer really feels about doing business with us."

Snapes says new product development starts in such focus groups and that for his Powakaddy brand the most recent version has 13 improvements that come directly out of focus meetings with customers and distributors.

As M&S found to its cost, savvy modern customers will quickly drop brands and companies that they think are not listening to them. It is important to have feedback mechanisms that allow you to tap into sources of discontent. This can be structured research sessions such as focus groups or less formal calls to key customers every month or so to find out if there are any problems. Customers change and the only way you will get advance notice is by talking to them

[dibsdobs]

Go here for some customer opinions

Scroll down when you get there.


bbs.scoobynet.co.uk/archive/index.php/hillarys-blinds-dont-use-t294191p1.html

[dibsdobs]

Another great quote from a Hillary's exec

I'm sure there is a connection with our problems somewhere?

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9 Never over-promise
James Nicholson, chief executive of Hillarys Blinds, warns: “Don’t make your customers a promise you can’t keep. Honesty and transparency in timing, delivery, results or whatever your product deliverables are mean that customers know where they stand. They can’t be disappointed, but they can be impressed.”