How can your mystery shopping programme be more cost effective but still provide valuable insight? 

Many businesses invest in mystery shopping as a tool to evaluate customer experience. Mystery shopping is a very effective measurement tool as it allows you to replicate a real customer enquiry and create a measurement criteria, based on your sales process and training programme. Mystery shopping can take place face-2-face, via phone or online to [...]

Do your team feel safe in their working environment?

In light of COVID-19, businesses are having to put measures in place for the safety of their staff and their customers. But what do your team think about how you have handled the pandemic as their employer, and the measures that you have put in place for their safety? Staff satisfaction is key to retaining [...]

How will customer service be measured alongside social distancing?

Customer service is still at the forefront of everyone’s mind, even during these unprecedented times. How businesses cope with fewer staff members and social distancing measures will have an impact on the level of service they deliver to their customers.   Pre COVID-19, many businesses had customer experience (cx) programmes in place to measure the level [...]

By |2020-08-04T19:27:08+01:00July 13th, 2020|Customer Experience Programmes, cx, Mystery Shopping|0 Comments

How valuable would gathering immediate feedback from your customers be to your business?

Regardless of which industry you are in, customer feedback is invaluable to the development of your team and your business. Getting this feedback immediately, to allow you to make real time change, is even more valuable. After transacting with a customer, feedback ideally needs to be gathered within the next 7 days for the [...]

What is your Social Media Reputation Score?

Social media reputation management is the process of tracking, monitoring and ultimately eliminating negative social media material about your brand. If done properly, social media reputation management builds your credibility to customers, which strengthens their trust in your brand. In this digital age of everything being accessible online comes the added pressure of how [...]

The value of Customer Panels for Consumer Research

Customer Panels are a great approach to gathering in depth research from your prospective or current customers. You may be launching a new product or service and need to carry out market research, or you may wish to gather insight from your current customers on the level of service being provided, or the quality of [...]

By |2020-03-12T17:45:51+00:00March 12th, 2020|Customer Experience Programmes|0 Comments

5 Key Questions to ask your Past Customers

Talking to customers that no longer use your product or service is invaluable to the longevity of your business. The feedback gathered will enable you to focus on those key areas that are impacting your customer retention. When instructing an agency to carry out CATI surveys to your past customers, these are our recommended keys [...]

The Importance of a Customer Survey that Doesn’t Annoy

Customer feedback is a vital component of analysing performance for any company. It is also a way to genuinely listen to your customers, to demonstrate that you care what they feel, and to see how your brand is currently perceived and how it could be better. There are many different ways in which you can [...]

By |2020-02-27T11:36:44+00:00January 20th, 2020|Customer Experience Programmes|0 Comments