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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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Lovely weather and the chance to sit outside and have a light lunch with some friends… Cafes, pubs and restaurants are having their own Indian summer as people take advantage of the late summer rush and spend more time and money on having a nice time. This is the time when these outlets can make customers their [...]
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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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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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I’ve just come to the end of this brilliant book and am amazed at what it’s telling me. Amazed I might add because it has changed the way that I think about marketing, the old rules truly are dead and finished if this book is anything to go by. Grant Leboff has again come up with [...]
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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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Research can reveal some interesting things if you look It is sometimes difficult to see what is in front of you,sometimes even harder to act upon what you’ve seen. It is easier to ignore or sideline issues until we are ready to face them,that normally means we never will really deal with the issue. This can have [...]
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