Author Archives: Richard

Keeping customers happy during hard times

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the service[…]

Loss Prevention

Retail crime and petty theft has been on the rise for some time now. It is easy to blame inflation as the cause, yet Retail NZ suggest people are not dabbling in crime to put food on the table but are stealing (sometimes to order) and then selling the goods to make a profit, as[…]

Book a 20 Minute Online ‘Teams’ Meeting with Richard – Managing Director, Hoed Research Ltd

At Hoed Research we offer expert advice regarding the capture of Customer Experience Insights (CX), Mystery Shopping (Qualitative & Quantitative), Compliance Audits, Price Comparison packages, Loss Prevention programs, Onboarding Assessments and Exit Interviews, plus other services, all tailored to your specific business needs. We would love the opportunity to help you solve any issues you[…]

Audit and Compliance

Complying with regulations company-wide is a huge headache for many companies and organisations.   A compliance audit is a comprehensive review of an organisation’s adherence to regulatory guidelines. Audit reports look at the strength and meticulousness of compliance measures, security policies, user access controls and risk management processes over the course of a compliance audit.  Importance[…]

How Mystery Shopping Can Benefit your Company

Happy customers are an important asset for essentially every company.  Mystery shopping is one of the best tools to assess customer satisfaction, performance levels, cleanliness and gain exclusive information about certain products and services.  Mystery Shopping has been embraced by companies who wish to gain a comprehensive understanding of how their customers feel, and their[…]

Why brands are desperate to overhaul outdated customer data strategies.

Today’s customer experience data programmes are not fit for purpose, with nearly 75% of brands seeking to alter their CX data strategy due to changes in customer needs and inadequate infrastructure. Customer experience leaders are desperate to improve their strategic use of customer data, with many CX data programmes not fit for purpose, according to new[…]

Benefits of Mystery Shopping.

Mystery shopping is undoubtedly one of the best tools that businesses can use to measure the quality of service in their stores, staff performance levels, compliance with rules and regulations or simply just to acquire specific information about their products and services. Mystery shopping benefits the business as it gives owners reliable and objective feedback[…]

My CX KPI’s are not moving! Why?

Your customer experience efforts aren’t moving the numbers… so what’s going wrong?   Let’s start with reference points This theory is great because it explains a lot about customer behaviour. Reference points describe what we use to compare one thing to another. This theory is helpful because we always evaluate things by comparing them to something[…]

Five ways to drive value enhancement.

Historically, customer service and support leaders have focused on protecting the bottom line through efficient, cost-effective customer service interactions, designed to resolve customer issues as effortlessly as possible. But in doing so, organisations are missing an opportunity to drive tangible business outcomes, specifically by leveraging service interactions in a way that boosts customer loyalty outcomes such as[…]