Tesco boss Philip Clarke's mantra for business success is the same as that as his predecessor Terry Leahy - provide what the customer wants.
Part of Clarke's turnaround plans for the business which has just posted it's first decline in profit in two decades is to enhance customer service. He has acknowledged that there have been too few staff in store in recent years as the company rode the good times of strong consumer spending particularly pre-2008.
Has this produced any noticeable effect for this long term customer? The investment is store refurbishment is noticeable and stores are brighter and more welcoming. If you can't find a product, staff helpfully lead you to it. The experience at the checkout is mixed - sometimes friendly, other times barely any recognition or staff have a private conversation among themselves. Staff also seem a bit embarrassed about saying how much you have saved as part the current price promise. Overall, it's work in progress and if Clarke can get the customer service right, it will be an important element in delivering his improvement plan.
No comments:
Post a Comment