Improving customer perceptions |
Don't
assume you perform well — measure it objectively!
Your customers are acutely aware of the value of money. You may be experiencing slow trade while your competitors are busy. Alternately, you may be spending a great deal on marketing with no satisfactory results, or you may be discounting and eroding your margin.
We can show you how to build the income of your business by showing you how to control and strengthen customer perceptions. At the same time we will measure how effectively you are capturing sales opportunities that are available to you while your customers are present in your premises. We achieve this by using objective customer perception surveying to provide the information and essential feedback necessary to create a customer driven business.
Normally, we would organise perception surveys as a matter of course before we commit money to advertising any business. There is no point spending to lure customers in if they are only going to visit once and never return — not because your standards are low, but more commonly because your standards are ‘average’.
We conduct perception surveys by discretely sending a number of specially trained researchers into your business to conduct customer transactions and evaluate your performance against a strict criteria that we have developed over many years. Once an appropriate sample has been gathered, we can collate and analyse the results into a detailed written report that clearly identifies your strengths, weaknesses and opportunities. Typically, a perception report would contain sections on your telephone handling, environment, presentation, food and beverage quality, customer service and selling skills. (see: Customer Perception Surveys)
Further reading from our library:
Value for money and customer perception
Perception
is all there is
