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Customer research to improve customer experience, business performance and profitability
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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Next week sees the new Mary Portas series Secret Shopper starting on C4,Wednesday 9pm. This will be a must watch because it seeks to show warts and all the lack of customer service that seems normal in this country. Scary Mary gathers the evidence and confronts the chiefs to show them just how bad things [...]
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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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