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Customer research to improve customer experience, business performance and profitability
Having visited a couple of these fine restaurants at lunch time it was apparent that one size does not fit all… Being part of a chain you would expect similarities.There were. The menu was the same the décor was consistent and the atmosphere was similar. On both occasions there was a distinct lack of other customers which [...]
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Understanding customers and how they spend is the nut to crack. If it could be achieved on a consistent basis then retailers and brand owners would be in heaven. Huge sums are invested to harvest customer information to learn what that customer represents in terms of value to the retailer, value here being a monetary value.It’s [...]
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The majority of customer experiences are judged on the single criteria of the quality of the customer service.This is valid but not always appropriate. Customer service should be the end result of a series of exchanges and not the sole deteriminant of how good a company has performed. The old adage that “coffee stains on [...]
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Stop asking me…. So you’re in Smith’s and you are just about to pay when the assistant asks,”would you like some chocolate,it’s on special offer,two for the price of one?” Or you are paying for your petrol and as you pay a never to be missed offer is up sold to you, Red Bull, three [...]
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Tesco Metro in Berkhamsted don’t seem to understand the basics of customer service.It seems that every little help is too much effort…. They open at 7am and staff are there to clean and bake at 5.00am. At 8.00am the baked goods are rarely on the shelf…why?No idea… The delivery could be late of course which [...]
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I spent yesterday in London and was musing about the ease of getting good coffee and the lack of a good place to have tea. It made me think about the old Lyon’s Tea Houses and how popular they were.At one time they were Europe’s largest chain of restaurants if you took into account the [...]
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Tel-E-Market to stay ahead What does it cost to run a good Tel-E-Market campaign? A modest amount that is a brilliant return on investment. What does it cost not to run a Tel-E-Market campaign? You could be costing yourself valuable clients and intelligence by not keeping up some regular customer and market place research. Non [...]
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Having spent some time recently with friends from London it seems that there is a move a foot to invade Hertfordshire… The reason is clear, apparently people in this county are friendly,welcoming and generally nicer than our London counterparts.Also it was noted that customer service seems to be alive and well in the shire with [...]
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Our local library has installed new high spec technology that lets you take a book out and return it without having to ask any staff. You put your bar-coded library card under the scanner, the machine notes your details and presents you with some menu options. All very 21st century but all so very dull… [...]
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After a long day of keyboard interfacing a curry was called for…duely ordered I was told 20 minutes before I could pick it up…great Went along just before my 20 minutes were up and shock horror,it wasn’t ready…. Normally I would have been a bit put out but this time I wasn’t.Why? Well as soon [...]
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