Boots trips up over accident

A friend of the Diary witnessed Boots’ new customer-focused strategy first hand, last weekend. While perusing the delights in a West London branch, she found herself flat on her back, having slipped on a spilt bottle of baby lotion.

A compassionate member of staff, instead of helping her up, offering her a chair or even a little sympathy, merely turned and walked off. And on complaining that her finger really hurt (it turned out to be broken), she was told to stop making a fuss and go down to Casualty!

The Diary would like to offer Boots a few words of advice: rather than spending thousands of pounds promoting its new customer loyalty scheme, it might first like to invest a few bob in some customer care training for its staff.


Soccernet revamps site

Marketing Week

Leading soccer Website Soccernet has been relaunched this week, in an attempt to raise audience levels and improve access capacity for the site in the run-up to the World Cup. The revamped site, owned by the Daily Mail, will be based at the Florida headquarters of US sports service Sportsline. The switch to the Sportsline […]

Thomson takes on independents

Marketing Week

Thomson, Britain’s biggest holiday company, is taking on independent tour operators in the skiing, mountain, and citybreak sectors by setting up a new venture, Thomson Breakaway. The company will be headed by Thomson commercial director Steve Garley, who already has direct management responsibility for Thomson brands operating in these sectors. Lee Ormesher becomes sales and […]


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