Service

These days if you speak to anyone in retail the discussion usual turns to the customer experience. With so much competition not he high street delivering half decent products and service will get you absolutely nowhere. Pret a manger figured out that what people wanted when they parted with their hard earned cash was not only a good product but also a memorable shopping experience, one that surprised you but in a good way. Car manufacturers talk about “surprise and delight” with a great example of this being the grab handles in the early Golfs, when you let go of them they didn’t just spring back to position but glided back in a way that suggested that the car was well put together.
We have started to work out how we want the customer experience to be in BHS and how it would differ within each of the three strands of our food offer. This is going to be no easy task but it’s an essential one.
We have finally signed off our new marketing collateral and it’s now gone to print, on the 9th of May, anyone visiting one if our food outlets will see a change in the look and feel of the messaging around them. They will also see a difference between our restaurants and cafes. I hope they like it what they see!