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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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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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A nice meal for two on Saturday could easily have led to arguments and bad feeling….not between myself and my wife but between us and the restaurant. Everything started out well but then after having our drinks delivered things started to fall apart… We were given the wrong starters, not a mix up between our [...]
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Tesco seem to think that Berkhamsted is a town of single person households.It is not…there are more families in the town,its a fact,you only have to look at the number of schools to confirm it. Tesco deny consumers a choice in Berkhamsted by dictating what they can or can not purchase. A six pack of [...]
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Dolly Parton’s 9 to 5 has a great chrous.. It’s all takin’ and no givin’ They just use your mind And they never give you credit…it’s enough to drive you Crazy if you let it….. The point? Customers praise and criticise companies constantly,every day at any time day or night… Company policy for many sectors [...]
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Is the Voice of the Customer,Voc,really a pointless way to spend money? Does it tell companies anything? Having recently read this article I’m beginning to get the feeling that some companies don’t have trust in what their customers are saying.It also makes me wonder if the process of understanding the customer is in itself not [...]
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One thing that I have learnt in nearly 30 years in business is that you have to look after your customers because if you don’t somebody else will! In the ever-automated world that we live in, larger businesses have rightly used technology to help them provide their products and services to their markets, quicker and [...]
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Last night was the end of the series of Secret Shopper the Mary Portas TV event that has opened our eyes to the changing customer service for the better. It was a great series with some cringe worthy examples of blatant poor customer service coupled with some pretty memorable lines,”West facing is the new South facing”from last [...]
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Lloyds TSB has had some problems over the last year or so what with the economy and being bailed out by tax payers. It strikes me that they should really be making more of an effort to display at least a modicum of customer service skills. Over the last two months I have been trying [...]
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