Someone has been listening to their customers…

After a recent call with a large insurance company I ended the call feeling rather more satisfied than I thought… why?

Yes, I was made to wait 5-10 minutes (but I was told I’d have to wait in the first place). Yes, I was directed to the website (as always), but I wanted to speak to a human and not do this online. And yes, I was feeling a bit disgruntled about the 5-10 minute wait time… BUT, then something happened to make me smile, - I was asked… what music I’d like to listen to while I waited, and the choices were;

Press 1 for soul  |  Press 2 for classic  |  Press 3 for jazz/swing  |  Press 4 for pop

I pressed 4 and was serenaded by Gabriella Cilmi (Sweet about me) 

I’m not sure why, but somehow I didn’t mind waiting to be answered because it felt like I’d chosen to listen to this music.

Then followed a pre-recorded message by some well-known rugby player telling me about this insurance company’s involvement with charity, although this bit I was slightly less engaging, I thought it was a nice touch to get across their work with charity

In the end… you’ll be pleased to know that I eventually got through to a human (which was nice), and they promptly and efficiently dealt with my query.

I ended the call thinking… wow, different, they must really care about their customers to ask them what style of music they’d like to hear. Personally I think it’s a great idea, but on the other hand I know some people who wouldn’t be happy to be kept waiting 5 or10 minutes!!! 

A new kind of chaos

Blog by Julie...   Returning from holiday to Santa Eulalia (Ibiza) I wanted to share my thoughts on the growing importance of organic and locally sourced produce to the holiday consumer.

Not sure why I’m surprised, as I’ve since learnt that in Europe, Spain has the most organic land with 1.7 million hectares.

During my stay, I visited a restaurant called (and spelt) ‘Caos’ Ibiza where only organic and locally sourced produce are served by young and free spirited people who love life (and dogs too, theirs… a well behaved black lab who simply basked in the sun)

What surprised me most was the number of people queuing on the beautiful promenade just to get a seat here.  We arrived early enough to sample the pleasures on offer, however, by the time we left people were sat patiently waiting for a seat at this amazing restaurant.

Either side of Caos were equally good restaurants but neither had the same problem both had empty chairs, both neighbours were serving fresh food but seemed to be lacking something, perhaps it was the feel good and cool vibe ‘Caos’ had to offer but they were also missing the ‘organic’ and ‘locally sourced’ messages.

What surprised me most was how much Spain has changed in since my last visit and also quite notably their commitment to recycling. In Santa Eulalia alone there is 280+ restaurants all competing for the holidaymakers attention and a growing trend boasting locally sourced produce.

With organic sales in the UK appearing to be on the increase and continuing to do well, it was somewhat surprising to see this desire and ‘pull’ among the Millennial holidaymaker too, our understanding is that whilst Millennials buy into the whole ‘organic’ they have less of an understanding of it’s merits.

Not only were the restaurants competing with the ‘something different’ offer, but bars serving craft beers seemed to pop up on every corner, again another rise in popularity aimed at a new kind of audience and evidently being enjoyed by British and Europeans alike.

It was great to see Spain in this new light, but a nod must be given to the traditional tapas and Mediterranean food on offer, although I have to admit with this new kind of consumer, it may have some catching up to do.

And for those that wish, among all this ‘new’ going on… you can still enjoy a good old English breakfast with Heinz Beans, British Bacon and a proper cuppa tea!!!