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So far Sarah has created 169 blog entries.

Achieve Retail Excellence 2020

2020 will be a year of change and could be challenging! Budgets will be tight and expenditure will be scrutinised. But a cost-effective customer experience improvement programme will help improve sales and customer retention. According to research, customer experience will overtake product and price as the key brand differentiator by 2020. Cultural change and providing a dynamic [...]

By |2019-09-26T16:39:24+01:00September 26th, 2019|Uncategorised|0 Comments

Douglas Stafford Managers Complete The Osborne Run!

Two Managers at Douglas Stafford have completed the Osborne Run to raise money for the Mountbatten Hospice! Father and daughter team, Nigel and Madelaine Cook, took part in the fundraising fun run across the grounds of Osborne House on Sunday 30th June, which saw 550 runners take part. The family-friendly event launched in 2017 and [...]

By |2019-07-10T12:33:24+01:00July 10th, 2019|Charity|0 Comments

Is your Training Evidence Based?

What does training mean to your business? Delivering a positive customer experience is essential for any business. Providing your customers with a superior experience will encourage repeat custom and brand loyalty whilst reducing customer complaints and negative word-of-mouth. But for a customer experience to succeed, businesses must first invest in its most important asset: its employees. [...]

By |2019-07-08T12:46:32+01:00July 8th, 2019|cx|0 Comments

Do you know what your customers want from your product or service?

Whether you’re an established brand, a small business, or a startup, customer insight should be the starting point for your company. In a competitive market, having an in-depth understanding of the needs and preferences of your customers is essential for any business to succeed. This customer insight is necessary for optimising the customer journey and [...]

By |2019-06-20T15:08:40+01:00June 20th, 2019|Customer Experience Programmes, cx, Douglas Stafford|0 Comments

The importance of creating a positive Customer Experience

“It takes 20 years to build a reputation and five minutes to ruin it.” - Warren Buffett  In April 2017, United Airlines forcibly removed a passenger from his seat and involuntarily ejected him from overbooked Flight 3411. Footage of the passenger being physically dragged through the aisle went viral and was broadcast on the news [...]

By |2019-06-12T11:18:27+01:00June 12th, 2019|Customer Experience Programmes, cx|0 Comments

Introducing the new look of Douglas Stafford!

Since 1989, Douglas Stafford has been a market leader in performance improvement and a pioneer in mystery shopping. The company has grown far beyond its mystery shopping origins over the last 30 years, increasing its services to cover not just customer service, but all aspects of customer experience. To reflect this progression, Douglas Stafford has [...]

By |2019-06-12T12:05:18+01:00May 22nd, 2019|Douglas Stafford|0 Comments

Lead Time Assessment

From the ordering of an item to its delivery, or booking the earliest appointment to have a vehicle serviced, lead time plays an important role in the customer experience.   Lead time is essentially the amount of time between the start of a process and its completion. Reducing lead times can streamline processes, improve productivity, [...]

By |2019-04-24T17:09:14+01:00April 24th, 2019|Customer Experience Programmes, Douglas Stafford|0 Comments

Lost Sales Analysis

Acquiring new customers is obviously an important part of every business. Good advertising, a solid brand identity, and an active social media presence will undoubtedly catch the eye of many a potential customer.   But have you ever wondered about the customers that didn’t buy from you? Was it the price? Did they buy from a [...]

By |2019-04-18T14:55:51+01:00April 18th, 2019|Customer Experience Programmes, Douglas Stafford|0 Comments

We’re Moving!

Douglas Stafford are moving! After 10 years at 1000 Lakeside North Harbour, the team at Douglas Stafford are moving across campus to their new home at 4000 Lakeside at the close of business today. Since first opening its doors for business in 1989, Douglas Stafford has been based in a few different locations, including Northampton [...]

By |2019-05-02T15:31:30+01:00April 10th, 2019|Douglas Stafford|0 Comments