“The Financial Conduct Authority (FCA) has said firms should revisit advice given in the past after it found unacceptable examples of suitability reports as part of a review which involved 700 firms”. Having gone through a fact find and full advice, the customer is...
Customer knowledge is power. Here are three things your marketing strategy should cover in order to drive customer satisfaction and long term revenue. Always ask the customer’s preference on contact frequency and type. A recent survey showed: Only 12% of...
Five hidden benefits that can be obtained from an effective mystery shopping programme: 1) Identify hidden potential – those employees who are quietly delivering a fantastic service to potential customers. 2) Missed revenue opportunities – products and services which...
The customer is always right” is an age old adage. With the advent of the digital era, what has changed is not the sentiment, but the impact of this maxim: get it right and all is well; get it wrong and you will be held publically accountable due to the...
Everybody is talking about the customer experience to drive satisfaction and revenue. So, what does an organisation have to do to deliver on this? Here are our thoughts: Have a clear vision of the customer experience which is aligned with the business objectives....
