2 brilliant brands, 1 great marketing strategy 

I have always said that the best marketing campaigns cannot make up for poor customer service.

Great customer service however is any brand’s best ambassador. It will earn the brand respect, trust and profit.

I have had not 1, but 2 amazing experiences today, firstly at John Lewis and 20 minutes later at Apple.

I returned my toaster to John Lewis, which I bought about 6 months ago, as it was faulty. Without wasting my time debating the problem, the customer service assistant went in the storeroom and brought me a brand new one.

He also informed me that the new one is on a year’s guarantee, starting today and encouraged me to email the maker and inform them of the issue.

10 minutes later I went to my appointment with Apple to check what caused my Macbook to crash and never start again. The assistant checked the serial number and about a minute later told me that Apple were willing to replace my hard disk, for free, as there have been a number of faults with the particular series in the past.

Having had my Macbook for 3 1/2 years, I was more than prepared to buy a new one, thinking that my current had reached its expiry date, however the assistant encouraged me to keep the one I have, as he found no other problem with it at all.

So brands, before investing huge budgets on great adverts, social media and any other forms of advertising, make sure that your company’s ethics are high and your stuff trained to the highest standards. The best advertising after all is word of mouth and I have already tweeted , blogged and told all of my friends of my great experience!