MyCustomer.com blog

It pains me to say that I've another update following the last twist in my Asda Home Shopping saga.

OK, so here's the thing. Mistakes happen, but if you solve the customer's issue then you can actually strengthen the customer relationship, irrespective of the facxt that you made a boo-boo in the first place.

But it also works the other way as well.

And further down the rabbit hole we go!

Readers of yesterday's blog post will know that Asda Home Shopping has a bit to learn about customer service. But the latest developments indicate that its customer service problems are far more serious than first feared.

Asda Home Shopping suffers a major fail. And it doesn't want its customers to know. Even though they have probably noticed that their shopping hasn't arrived.

Asda Home Shopping - a great premise. Get all your goods delivered to your home at a time convenient for you, for a nominal fee, so that you can do your grocery shopping without..... well, without having to do your grocery shopping at Asda. Which on a Sunday afternoon, has echoes of The Hills Have Eyes.

There’s been a lot of talk about the ‘empowered’ customer for a long time. Back in 2004 on MyCustomer.com, for instance, we were discussing this with Clive Humby, the chair of Dunn Humby, the consultancy behind the success of Tesco’s Clubcard.

It was great news to hear that the attendees to this year's Technology for Marketing & Advertising were up 10% over 2009. There were long faces and, in some cases, low enthusiasm at last year's event and more worrying still, the numbers seemed to really tail off in the second day - not a good sign for the event or the industry at large.

Tellingly, quite a number of attendees I spoke with were 'in between jobs', visiting the show in the hope that work could be solicited at one of the stalls.