UKNM: a perception thing (was : more Tesco ranting... Kosher food and customer service)

[ben]

<snip>One day, someone (presumably someone American like Walmart/Asda?) will set up 

in these islands an online store that is not tied to the crap British notion of customer service, 

and that offers excellent, seamless and faultless customer service of a kind that will be more 

recognisable as 21st century than 19th. When they do this, they will win such customer 

loyalty they will be unassailable.</snip>


Having seen the Walmart offering (ugly, but good), and the hype for the launch of their new 

generation of eshop, I think that's a perfectly fair thing to say...


However, maybe the concept of 'locality' could be exploited. 


Having the semblance of an integrated nationwide eshop, and the reality of local stores doing 

the donkey work is one thing. Giving the impression of a 'friendly local shop', with stock 

personalised to the local store, and therefore improved stock provision (with improved 

perceived service) is surely a good thing. Asda have traded off this 'friendly local shop' idea 

for a while in their advertising, so presumably the idea holds water to an extent...


Oh, and if you think English customer service is crap, try Italy...


Ben


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