Category Archives: Engagement

Tesco explain why employees control a company’s brand

I’m done with Tesco.

I’ve never been that keen on the place but now I’m going out of my way to stop even friends and family from purchasing anything from them.

If you’ve ever read Unmarketing or The Book of Business Unawesome you will hear about some of Scott Stratten’s poor experiences with brands. He talks a lot about how the employees which directly interact with customers have control over a company’s brand. Nothing could be more true.

In the past, I have frequently shopped online with Tesco and have had groceries delivered. The quality isn’t the best but they are often cheaper than rival supermarkets. Yesterday my latest delivery arrived, however this time Tesco delivered something extra to my door, a foul employee. I had already waited 45 minutes over Tesco’s estimated delivery time but things were about to get a lot worse.  Continue reading

BT Sport got it wrong. Very wrong.

bt-sport-got-it-wrongOK so BT Sport got your attention throughout the summer. You’ve been bombarded with adverts every second about how good it is going to be. They promised top picks, big names, HD and best of all its ‘FREE’ (for some customers). You love football so of course you’ve bought into the hype and the promises and can’t wait for the season to start.

Saturday 17th August finally arrives. Day 1 and you’re willing to watch just about any live football you can get your dirty hands on even if it’s not your team. BT Sport is up and running (apparently), so you get up raring to go, then…. oh “no connection, try again later”. What?! You refresh, turn the device off, refresh again, “no connection, try again later”. You’re kidding me right?! It’s Day 1 of the football season. I want to watch football. Do these people not understand? Continue reading

Every employee is your brand ambassador (that even applies to you O2!)

O2-CorporateYou enter an electronic store. You finally reach the point where you think to yourself “yes, I like this product, I think I might buy it”. So you take the item over to the checkout and then two shop assistants take it upon themselves to argue about a product right in front of you whilst you wait… and wait… and wait… awkwardly… staring at the floor… waiting for the awkwardness to end. They take a brief disgusted look at you but don’t say anything to you, they just carry on arguing with each other. Another couple of minutes pass and they finish bickering and agree to talk to you so that they can process your item through the checkout. You leave annoyed, confused and upset about what just happened. That’s what happened to me when I visited O2 last week.  Continue reading