Coming to London this summer? Flying a British Airways long haul flight to Heathrow? You too could be a loser in the T-5 baggage lottery. Yesterday we learned Terminal Five still loses 900 bags each day. And that’s an improvement. Complain or demand satisfaction too vociferously and you could find yourself arrested and facing an [...]
Terminal 5 – The Service Nightmare Continues (Reprise)
Posted on 28 July 2009 by Denis Campbell | Comments (0) | Tags: 20, 900 per day, abusive, anti-social behaviour, ASBO, BAA, baggage charge, baggage lottery, British Ariways, customer environment, EU shrug and smile, London, lost bags, Milan, Naomi Campbell, NHS, one hand on the phone, service, T-5, Terminal 5
Service the Rochester Way
Posted on 23 September 2008 by Denis Campbell | Comments (0) | Tags: best practices, Business & Economy, innovation, marketing, Rochester Big and Tall, service
CASUAL Male Group’s Rochester Big and Tall chain has had my custom for 20 years. As my girth crept upwards, the US firm’s selection is hard to duplicate.
Their hallmark is providing exceptional one-to-one in-store service through dedicated and
Bambi’s Father Dies
Posted on 22 April 2008 by Denis Campbell | Comments (0) | Tags: animation, best practice, disney, innovation, marketing, motion pictures, ollie johnston, service
Yes, in the movie his Mom is shot by the hunter, but the real life creator and the last of Disney’s Nine Old Men died last week. Ollie Johnston, passed away at the age of 95. His creations are legend, and his book The Illusion of Life is considered an animator’s bible.
Toys in Shoes - Marketing Run Amok
Posted on 22 April 2008 by Denis Campbell | Comments (1) | Tags: best practice, Business & Economy, clarks, innovation, marketing, mcdonalds marketing, service, shoes, yo toys
Over a school holiday term break we headed to SE England to temporarily escape the Welsh monsoon season (when friends visit from abroad and comment on how lushly green everything is here, I say, “it’s mold”).
After a week eating sign advertised “Great British Food” (your pun goes here about this oxy-moron) in
The Long and Winding Road to Service Hell
Posted on 22 April 2008 by Denis Campbell | Comments (0) | Tags: angelo's supermarket, bill gear, Business & Economy, customer service, Denis Campbell, Media, moments of truth, service, service hell, tedeschi family
37-years ago, I began my first job working after-school in a family owned market. 89-year old founder Angelo Tedeschi was wheeled by pushchair through each store talking with customers and employees (most of whom he knew by name). He asked about everyone’s family and checked the condition of the store with his name on the [...]






The Lunacy of Republican opposition in the Healthcare Debate writ large!









































