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Customer research to improve customer experience, business performance and profitability
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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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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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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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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I Recently spent some time at a very good networking event which delivered on many fronts. Great people,great talks and great meetings. Everyone I had meetings with said “Call me we’ll arrange a time to meet up”… Later on in the day I start to get emails from various people saying what a great meeting it [...]
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Listening may force companies to act… Customeyes have always maintained that companies and brands should listen to their customers before someone else does…after all customers have spent their money on your products and services, and you want to hold on to them. At any price? Look what happened to Coca Cola when they didn’t listen to their [...]
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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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