Tag Archives: market research

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[…]

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[…]

Customer-centric vs consumer-centric business

Gartner defines customer centricity as, – “the ability of people in an organisation to understand customers’ situations, perceptions, and expectations.” Meaning, if you want to really know your ideal consumer, you need a strong customer-centric selling strategy. Customer-centric selling is an empathetic, inside-out approach in which all teams — R&D, product management, marketing, sales, support — seek[…]

How is the cost-of-living crisis impacting customer loyalty?

New research reveals how the cost-of-living crisis is affecting customer spending and loyalty, and how this will impact brands. Just as we thought the world was about to return to normal after more than two years of uncertainty, along comes a global economic crisis, inflation trending upwards, and the lingering possibility of a recession commencing[…]

What is the new tech really telling us?

Let’s face it we all love a new piece of tech, or a shiny new car, or a new mobile phone. However, when we speak of the new tech evolving within the ‘market research’ CX industry, many businesses still do not consider the ‘deliverable’ aspect sufficiently enough, before introducing new feedback methodologies. And let’s face[…]

Case Study: Achieving customer-centricity in Aged Care.

What does customer centricity look like in the aged care context? The Royal Commission into Aged Care Quality and Safety has highlighted the failures of the sector to meet customer expectations. Research into customer centricity in aged care has shown a link between customer experience and positive clinical outcomes. This research has also shown that customer[…]

3 Keys To Consumer Insights.

Understanding your consumers’ needs and wants has become essential to ensuring your organisations longevity in the future years. So, what are consumer insights? A consumer insight is an interpretation used by businesses to gain a deeper understanding of how their audience thinks and feels. Analysing human behaviours allows companies to really understand what their consumers[…]

Bad Data = Bad Customer Experience.

Poor data quality is frequently the cause of negative experiences for customers, leads and employees! What Defines Bad Data? Consumers produce vast amounts of data every day through their interactions with brands’ websites, apps, service centres and chat servers. Recent research has revealed that every single person creates 1.7MB of data every second, and humanity[…]

Why brands are progressively looking to single-service CX providers.

New research suggests that businesses are progressively looking to single-service providers for their CX needs – with more than half of today’s organisations now utilising a single provider. The days of Companies adopting a best-of-breed strategy (i.e. utilising two or more different CX vendors to support their requirements) may have previously been a common strategy but[…]