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Customer research to improve customer experience, business performance and profitability
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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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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Watching the new series of Dragons Den has forced me to think that little more about branding and how sometimes a good name just isn’t good enough. Last nights episode gave us Love Da Popcorn which looks like a good company with a product that will do well. I hestiated to use the word Brand [...]
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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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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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News: Brand Republic
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