Category Archives: Uncategorized

Vigil Intensive – enabling positive behavioural change that lasts

31 July 2017

“Highly engaged employees make the customer experience. Disengaged employees break it.” –Timothy R. Clark Customer service is one battleground that can’t be won without a good army by your side – but keeping your team engaged and working towards the… Read more

From touchpoints to journeys: Seeing the world as customers do

26 August 2016

Nicolas Maechler, Kevin Neher, and Robert Park To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey. When most companies focus on customer experience they think about… Read more

UK research proves physical stores still ‘essential’

10 August 2016

Inside Retail NZ Physical stores remain essential to UK retail according to new research from Verdict Retail and real estate firm, British Land. Despite the rapid growth of online shopping in recent years, in 2015, 89 per cent (£278 billion) of… Read more

Why Mystery Shoppers Are More Accurate Than Customer Surveys 

24 March 2016

Jerome   If you want to gather feedback about your business which is more effective – customer surveys or mystery shoppers? Many businesses use customer surveys to gain information about how their companies could improve, but there are several reasons… Read more

Hoed Research Wins Major Lotto NZ Contract

1 March 2016

Hoed Research NZ has been awarded a three-year contract with Lotto NZ to help measure and improve its customer service offering and to track compliance requirements. Lotto NZ is a Crown entity which promotes, organises and conducts lottery games. Through… Read more

Online services most troublesome trade

24 September 2015

According to the Commerce Commission’s in-depth annual Consumer Issues report, some interesting trends were highlighted, including the fact that online services and transactions attract the most complaints from consumers and pose regulatory challenges. Growth in online sales has outpaced growth… Read more

Vigil Immediate for instantaneous feedback on customer sentiment!

5 August 2015

Single cause of company failure comes down to customer experience. Imagine a customer has just left your store. They comment on their experience using a technology of their choice. You get an immediate alert and stop a customer service crisis right in its tracks… Read more

It is as we thought all along!

21 July 2015

It is as we thought all along. Bricks and mortar are far from dead and will play a major role in any future retailing. We quickly forget we are humans first and foremost and can so easily get hung up… Read more

That’s Customer Feedback

15 July 2015

You see a gorgeous girl at a party. You go up to her and say: “I’m very rich. Marry me”. That’s direct marketing. You’re at at party with a bunch of friends and see a gorgeous girl. One of your… Read more

A snapshot of current retail trends – this is great!

15 July 2015

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.” – Alan Watts As we start a new financial year, I thought it worthwhile to draw breath and take a snapshot… Read more