Customer experience will add value to retail success

A recent article in Marketing Week states that a good customer experience will help retail brands steal share from rivals in the current market conditions. Chris Lawson, Content Sales and Marketing Director for Guardian News and Media, believes that brands need to continue to invest in customer insight despite a tighter rein on spending.

Having an insight into what your customers experience is invaluable in today’s current climate. Many articles are commenting on how consumers are more likely to purchase based on the level of  customer service that they receive rather than the price. Many consumers look for a good deal when purchasing but if they receive bad customer service this could put them off buying.

Video mystery shopping is an excellent tool for monitoring customer experience and gaining valuable insight into your business. It provides evidence based performance analysis that your management team will be able to use as a positive training tool on an on-going basis. During the past 20 years Douglas Stafford has developed a very robust method of performance evaluation through state of the art, full colour, digital HD quality video production. The evidence captured provides a clear understanding of what your customers experience.

For more information go to www.douglasstafford.com or call Kathleen Field on 02392 830011 or e-mail kathleenfield@douglasstafford.com