Ocado - ticking all the boxes?

Last Saturday was the first time I experienced on-line grocery shopping. I decided to try Ocado as I love Waitrose’s product range and had heard only positive feedback about shopping on-line with them. A perfect example of W.O.M. Within minutes I was registered and spent the next 20 minutes selecting food and drinks. To my surprise, it was extremely organised, easy to find and very speedy. If your order is above £40, you get free delivery as well as a £15 voucher for your next visit! I was running late on the day of delivery, however, to my surprise, the driver called me to let me know that due to it being peak hours, he was going to be 20 minutes late. He arrived on time with a smile, all my items neatly packed; he even offered to carry the bags inside! Great service - ticking of all the RATER model boxes!Reliability/Assurance/Tangibles/Empathy/Responsiveness
I will definitely be using Ocado again in the future!

"Come back to My Village"

What a wonderful day it is today! Sunny and warm. To top that off, I just had the best cup of coffee ever. Walking around Camden, I was keen to sit somewhere comfortable. I am tired of take-away coffees. You pay over £2 in some places, you get a paper cup and you don't even stop to enjoy it.My Village - hidden between Camden and Chalk Farm station doesn't only serve coffee, it has one of the best organic selections of teas, pastas, sauces and all kinds of yummy things. What made my experience different was the service. You can ask any questions, they take you around and advise you and let you taste some of the gorgeous tasty food from the deli. It's simply special place. As John and Nichol Jackson O' Shaugnessy Persuasion in Advertising book explain, there are two types of pure services: a)those like banking and plumbing and b)those who are used, bought or consumed just for enjoyment. The staff today at My Village, who put a heart from chocolate on the top of my cappuccino, while smiling, made me realise that the cup of coffee (or tea) should be one for enjoyment.

Mobil Service Provider - the O2 experience

Two weeks ago an sms message from O2 surprised me; ‘Hope you enjoyed your long weekend promotion, from next week it will be over and charged at your standard rate’ This came as a shock to me. I renewed my contract last February with 02 only because of this great promotion! No one mentioned it will only last 6months! Wow.
I called customer services straight away. They answered within a minute; however, they explained that there is nothing they can do. I was aware that I should have checked the T&C properly, but I was happy with first hand information from an 02 employer who assured me it is a 1 year promotion. I believe there is always something the service provider can do. I decided to finish my contract with 02 and called them to cancel. Within 3 days I received the call from an O2 manager apologizing for the misunderstanding and they are not only offering me long weekend’s calls but I can get my phone upgraded 4 months early!Great news for me, hey?! My point is, why should it only happen when a company is scared to loose a customer (and probably never win them back) that they do everything possible to avoid it?On the other hand - Expectation management worked really well - I've remained with 02 as they've sorted out the problem and offered a little extra on top!