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Client Newsletter - Third Quarter 2009 |
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IN THIS ISSUEPlease Help Us Help YouA Tale of Two BurgersHow Important Customer
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SURVEY - Thanks so much to those who filled out our spring survey and especially for your comments. This helped us identify and, therefore, address several issues of concern.Lessons from the Lingering RecessionA lingering recession provides the opportunity to analyze yourself and your business. As a result, throughout this summer, business leaders are showing a propensity to reinvent themselves and/or their companies. Here are some examples for you to ponder:
From the July 31, 2009, Smart Solutions Newsletter (office@smartgrowth.com) |
Please Help Us Help YouIf you have any questions or concerns about a shop, please send a copy of it to laura@CustomerPerspectives.com within two weeks of the shop date so she can adequately research it for you. It's very difficult for shoppers to remember additional details from shops conducted a month - or even weeks - before. |
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A Tale of Two BurgersNo doubt you've had the experience of traveling along the highway with a rumbling stomach when, all of a sudden, there's a billboard advertising a juicy, mouthwatering, cheesy hamburger, available within seconds at the fast food joint only one short exit away. Agreeing with your stomach that it sure looks good, you speed up a bit to get there faster, dreaming of splashing it all down with a cold drink. But as you get ready to devour your meal-in-a-box, reality hits. This burger looks nothing like the picture. In fact, it looks more like a two-year-old slapped it together from pieces of other burgers. You, my friend, have just experienced one of the underlying themes shoppers complain about most often: a disconnect between a brand's image and the actual customer experience. If your store's brand doesn't match your typical customer's experience, get on the phone to HR right now. You may not have much time to undo the damage that's been done. While many customers will put up with an occasional snafu in service or expectations, consistently disconnecting from your brand with bad customer service and substandard products will kill interest in your product. When this happens, your only hope is to prioritize the training and monitoring of your frontline staff to revive public interest and match your service and product with those pretty pictures in your advertisements. Read more..... From the July 29, 2009, edition of mysteryshoppinglive.com |
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Your ROIWe are gathering Return on Investment data from our clients. Do you have any quantifiable or even anecdotal information you can share about the value of your mystery shopping program? If so, please contact judi@CustomerPerspectives.com or 800-CPSHOPS (277-4677), ext. 101. |
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How Important Customer Care Actually IsAs the world now knows, last year a guitarist named Dave Carroll was sitting in a window seat on a United plane at O'Hare airport in Chicago when he looked out and saw baggage handlers hurling guitar cases through the air. He pointed it out to flight attendants; they responded with indifference. When he arrived in Nebraska, he found that his instrument had been smashed. After months of complaining to the airline and getting no response, he wrote and performed a song, "United Breaks Guitars," and posted it on YouTube. It was viewed more than 3 million times in its first 10 days. Across the world in China, Wang Jianshuo, a famed blogger, posted about a United flight he took to the U.S. A surly flight attendant refused to help an elderly passenger stow his carry-on luggage. The audio on the movie channels didn't work. The overhead lights turned off and on the entire trip. His return trip was worse: The plane sat on the tarmac for three hours and then was cancelled until the next day because of a fuel leak. Read more... From the August 4, 2009, edition of www.mysteryshoppinglive.com. |
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PROFITABILITY"A 5% improvement in customer retention can lead to over 25% profit
improvements." "Companies with the highest customer loyalty typically grow revenues
at twice the rate of their competitors." |
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