{"id":2801,"date":"2011-06-24T12:00:42","date_gmt":"2011-06-24T11:00:42","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=2801"},"modified":"2012-01-31T23:12:51","modified_gmt":"2012-01-31T23:12:51","slug":"humanising-the-customer-experience","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2011\/06\/humanising-the-customer-experience.htm","title":{"rendered":"Humanising the customer experience (and why there are not enough Ts in alphabet spaghetti)"},"content":{"rendered":"

Every now and again, a story comes along that just makes you feel good. And it makes you realise just how important it is for employees to understand their personal impact on a customer experience.<\/p>\n

I saw a tweet earlier this week which highlighting a couple of letters, one written to Sainsburys by a three year old<\/a> (with a tiny bit of help) and the other, a response from their Careline<\/a>. It would have been so easy for Sainsburys to ignore this, or just to respond in a “standard” letter but instead, they wrote in a style that was clearly aimed at “Lily”, signing off with their age, and enclosing a token gift. Very sweet.<\/p>\n

And now there’s even imitation from nearly-31-year-old Managing Directors of PR agencies<\/a> who don’t think there are enough Ts in cans of alphabet spaghetti for them to write their press releases. Oh how true that seems at times!<\/p>\n

This sort of reaction is not new – but it is heart-warming, and great to see in today’s society of bland corporate identities. \u00a0(The positive press it’s generated won’t have done them any harm either!)<\/p>\n

I’m sure, if I look hard enough, I can find a letter from the Institute of Advanced Motorists<\/a>, congratulating me, aged 7 and a-quarter, on my entry in their road sign recognition competition at the Northampton Town Show (which was only beaten on the last day) and enclosing a book token. I still remember that today – and it makes me smile when my own son (who is approaching that age) asks about road signs on our journeys…<\/p>\n","protected":false},"excerpt":{"rendered":"

Every now and again, a story comes along that just makes you feel good. And it makes you realise just how important it is for employees to understand their personal impact on a customer experience. I saw a tweet earlier this week which highlighting a couple of letters, one written to Sainsburys by a three … Continue reading Humanising the customer experience (and why there are not enough Ts in alphabet spaghetti)<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[38],"tags":[241],"class_list":["post-2801","post","type-post","status-publish","format-standard","hentry","category-inane-waffle","tag-customer-service"],"yoast_head":"\nHumanising the customer experience (and why there are not enough Ts in alphabet spaghetti) - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2011\/06\/humanising-the-customer-experience.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Humanising the customer experience (and why there are not enough Ts in alphabet spaghetti) - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"Every now and again, a story comes along that just makes you feel good. 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