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Customer research to improve customer experience, business performance and profitability
Getting asked about how effective Mystery Customers are can sometimes be frustrating.. We help many companies understand the Customer Experience which helps in overall profitability and growth. Simple on this level,good solid customer research and Shopper Marketing. Problem The difficulty is that we don’t provide a standard Mystery Customer response because all clients are different and hence [...]
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There are so many tools on LinkedIn that its easy to forget just how useful they are. Signals is possibly overlooked as a means of staying up to speed with news stories. This gem is located under the News menu but can also be accessed from the Home page of LinkedIn. So what does [...]
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Just when you think you know something… The new Twitter homepage is here…some will have it others will get it soon.. The basics are the same but with a few nice tweaks. If you Hover over a Tweet the normal array of Reply Retweet and Favorite comes up along with a new option, Open. Once [...]
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The New Activity feature on Twitter is proving to be a hit with everyone I speak with at the moment. Previously using the Favorite button was something that you may have done to bookmark a tweet that looked like it had an intersting link in it or if you were rushed and thought I’ll [...]
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They probably don’t it just feels like that sometimes doesn’t it? The reason for the question is that this morning I sat open mouthed as a senior figure from a sizeable firm talked about customer research. The emphasis was on his firm …there was no fleeting reference to any of his competitors,he seemed oblivious that they existed..madness. An interesting Powerpoint presentation [...]
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Recently Shopper Marketing has emerged as the new way to understand customers motivators of purchase. It is far more focused on a strategic approach to marketing and less concerned with the short term gains of promotions and trade marketing.The long term is the objective, to increase sales but on a sustained basis. A key plank in the thinking is that [...]
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Customer experience could be so much better if one simple question were to be asked..customer complaints would be hugely reduced, it would be hard to get it wrong when you know why they are there.. Every time you use a service this should be a fundamental first port of call. If you are switching from one service provider [...]
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There has been a lot of comment recently on Twitter in particular about customers being left for a long time without their BT service…these comments have not been good on the hole.. customer rage has been at full tilt..search #BTcare on Twitter for a sample…customer complaints have been high As examples of good experiences they [...]
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News: Brand Republic
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