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    • carl_potentio I listened to Jame's audio and agree, Legoland was exactly as described in his report. I have been there with the kids twice. It is also better for families with children at different age ranges, as there is something for everyone, 1-100! But Peppa really has an age expiration. I have yet to visit Peppa Pig world, although my friend is going this weekend so no doubt Eleanor will be bugging me to go once Izzy tells her all about it! I will ask her to comment.
    • carl_potentio Go James - Legoland vs Peppa Pig World. Quasi-theatrical leisure gets the Potentio service review. I vote for Lego.
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    • Janpotentio Nice one Carl good to hear Richards service is beginning to get back on track for what they have historically been known for ... good service!
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    • carl_potentio I agree with your points - The sales assistant was energetic and friendly from the off but let the conversation down by trying to convince you that an iphone4 was not the best in the market. I felt that had more to do with the fact Fonehouse didn't stock them. The 'push' undermined rapport and comfort. The sales assistant recovered when he allowed you to enter the discussion by asking questions. And he really scored points by making every effort to research the app you were interested in and deliver an HTC handset with the app on it, to your hands. Great service. I wasn't sure on what seemed like a 'tactic' to get your details on Fonehouse files. It was good from the perspective of reflecting and clarifying your needs but this didn't lead to anything other than taking a copy of what you'd said (why?) and giving you a brochure with same details (not so bad). A shaky and slightly confusing end to the conversation. I liked the new in-store environment which had a lounge-like feel akin to Apple with working phones, nice big touch screen data points and a homely rustic, wood and brick look around the store. I'm not sure how far this upgraded service will go. They are definitely now better than most on the high street but their approach needs some adjusting to really shine and for me to trust it's not just a dressing up exercise.
    • jan_potentio Having listened to our renegade report on returning back to the office there are a couple of extra points i'd like to add. After I'd said that I was looking for an iphone the shop assistant went to real lengths to prove that an iphone looking phone met my need for an audioboo app via android. The result of his efforts led to my preferred phone being put into the palm of my hands with audioboo android app on screen. So he proved his point and I must say I would have been won over if it was not for the fact that it is an Iphone 4 that i most definitely do need. Mostly because I use itunes and I have loads of iphone apps that I use for personal and work etc and changing right now would be a real headache.
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    How music influences buyer behaviour. Pull and Bear pull out all the right tunes. Emotionally I wanted to buy just with the music in the...
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    • carl_potentio Back at the office now and pleased to have this AudioBoo blog of my experience at Google. I talk about "fast" in the audio and I have to say I lived up to it in the production of this. Love things being "instant".
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    • James_potentio Great set of observations that highlight some of the qualities that a boutique hotel can employ to stand out from the crowd and provide customers with an outstanding experience. Think I might head down there!
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    • carl_potentio We have had some of the biggest and fastest number of plays for this Secret Shop AudioBoo. At last count 75 listens within 4 hours of publishing. Tim and the Reed and Mackay team's service is certainly attracting attention. Customers will talk, they always have and now they can do it at scale! Potentio use social media to comment on service, shape opinion and find the service stars that we can all learn from.
    • carl_potentio Some more conversation starters - clients and customers assess service according to their experience of their WHOLE service world. This is why Reed and Mackay's service is so important to Ashurst. What they do sets the standard for a clients (internal and external) interactions across the firm. And firms today purport to be 'one-team' - there is nothing more integrated than a travel office working seamlessly with internal and external staff and providers to deliver exceptional service. It's a differentiator that says, "yes we are a law firm and we handle everything exceptionally well not just your legal requirement."
    • carl_potentio One further point on this AudioBoo - Reed and Mackay's great service now puts them amongst the travel agents I would turn to for travel arrangements (personal and business). My colleague Jan booked through them on my recommendation and I always check my personal travel with Tim in case he can help me. Remember, these guys are attached to Ashurst and could remain a company I only use when travelling with and for Ashurst but their service has marked them out as a provider I trust and will return to for my needs,
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    • carl_potentio And on that final point regarding 'building a connection with the department store' - it's the extra mile service that encourages customers to return, spend and recommend. I may not have bought this time but a little more service provision would have made me consider trying the dept store again to fulfil another need at another time. Think Net Promoter Score.
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    • carl_potentio Find a little bit more on our Banana Republic experience in the second AudioBoo here -
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    • carl_potentio Find the Banana Republic Boo that sparked this conversation here -
    • carl_potentio Cheers James. I agree. I'd like us to develop an edgier journalistic voice for our service reports. The AudioBoo's need to be informative and entertaining.
    • James_potentio Great addition to our social media tools and really easy way to bring real time service experience feedback to the world (and the provider if they're listening!)
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    • carl_potentio Like this AudioBoo on Sky - my experience of Sky has been that they are pretty good when it comes to gaining my business but fail miserably when servicing my contract. I'm not surprised by your experience. Sky has so many call options when you contact them that it's almost comedic (if it wasn't so frustrating). Their focus is completely on what is convenient to them in terms of delivering a service rather than what will make a call easier for the customer. One of many complaints I have of Sky.
    • Janpotentio This is a report about my 'personal' experience with Sky since purchasing their TV, broadband and phone package October 2010. We've found Sky to be great at getting you in, getting the dish up and also supplying great TV. However there's been a lack of customer due care and attention in relation to Broadband and our phone issues. We were advise at the point of dish installment that we'd be hearing from Sky on the Broadband but we heard or received nothing. We are now receiving broadband from Sky having supplied them with a MAC code 3 months later but unless we had called them we could still be paying double for Sky broadband plus previous service provider. Baring in mind one of our motivations to move service provider was to save money we've now definitely gone way over what we were spending. While they have begun to address my concerns re: phone bill now, there was a distinct lack of follow through to investigate as they said they would do, 3 weeks after my first call to them there was no evidence of any investigation despite being advised to call back within 1-2 weeks for an update, which kinda makes me feel like i'm an inconvenience. I'll make it clear that the Sky employees on the phone come across as very helpful but there's a lack of follow through.. The call has also uncovered an 'alleged' acceptability within the telecommunications industry to relabel items on the bill that make many items unrecognizable to the customer. When i buy a pizza from a pizza house i don't expect to see pasta on the bill. Well apparently when I see cable and wireless on my bill that most likely means I called Sky. I was advised that most of the other unrecognizable calls on my bill are actually calls we have made but the destination number we called is not itemised. I do wonder whether this affects the sense of accountability for accuracy on the part of the telecommunications company. How can I properly track and check that my phone bill is correct if its itemised in this way? Lastly we have several calls that are still in dispute whereby 1-9 second calls duration cost us £1.50 x 4 calls within space of 4 mins. If we've made these calls i'll happily put my hands but as it stands I convinced we haven't. It appears to me that the total additional cost is coming to around £50 not including any cost of the long calls it takes when calling Sky. This report comes prior to full resolution and I will let you know if and when Sky respond satisfactorily by way of truly listening to me and addressing my concerns. I've tweeted a few times direct to Skyhd about this and I've had no response from them. I wonder if Sky will help me help them out here so that I can share some good stuff about them with my connections. all that said, thanks for fantastic TV service.
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    • carl_potentio More on Tesco Law on MyPotentio here
    • James_potentio Interesting point re the comparison a customer of a law firm will make with other companies in the retail sector. A great service experience has the potential to positively differentiate a law firm from its competition.
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    • carl_potentio We are at and to listen to more Boo's on service experience
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    • carl_potentio Some very constructive observations - it's so easy, too easy, to become task-focused in a store and for service to become routine and dry. Small things, big impact, premium price, sale lost.