Posts Tagged ‘customer’

I bought a new kitchen from Wren Living this April for delivery in late July. It’s the most expensive thing I’ve ever bought that wasn’t an entire house. Many things went wrong. I shouldn’t have bought my appliances from Wren. I shouldn’t have bought my wooden worktop from Wren. I’m writing this because I felt […]


For a little while I’ve been experiencing lousy service from my credit card providers, and judging by what I hear from others I’m far from alone on this. The level of false positives from card company fraud detection systems has reached a point where it’s creating a bad customer experience, and it often seems that ‘common sense’ […]


Reversion marketing is the evil twin of conversion marketing. The reversion marketing experience from a consumer point of view is about receiving such dreadful service that you choose to leave. Why would any organisation do this? Well, it’s a way of getting rid of unprofitable customers without directly saying to them ‘we don’t want you […]