Market Force Perspectives

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You've painstakingly crafted your brand, your organisation lives and breathes its values, and customers are responding to its message. Protecting that brand image is now paramount. As business booms, so does the need to establish processes to interact with customers, secure feedback, answer questions and resolve issues. You need a contact centre. Whether your approach is home grown or outsourced, it’s imperative to institute an engagement strategy and to measure how effectively the contact...
The competitive grocery space has experienced so many changes in just the last 12 months. Big players like Safeway and Albertson’s have merged. The Whole Foods value proposition has been challenged by consumers who want great food at lower prices. Regional players like Publix have captured market share. And then there’s the big squeeze from mass merchandisers like Walmart and convenience stores like QuickTrip.In this dynamic and competitive landscape, keeping the focus on...
I’m often asked “Rob, what do you think of mystery shopping?”  It’s an interesting question to pose to a CMO as mystery shopping traditionally is the domain of COO’s. But I think it’s important because when I spend marketing budget to drive traffic into restaurants, I want a great ROI. That only happens when my operational partners deliver a great experience. So here are three reasons why I like mystery shopping.It’s usually done by trained professionals. When you hire a reputable...
Consistent with historical findings, our latest Consumer Sentiment Study, indicated that consistently satisfying consumer expectations and building trust is the best way to achieve resilience, in any market. This is easy to say, and incredibly hard to do at scale. Based on years of assessing customer and employee experience measures, we find there are common strategies that successful brands adopt that enable them to become leaders in their respective industries. Four...
On a state-by-state basis, shelter in place mandates are being lifted as non-essential businesses are starting to reopen. States like Georgia and Texas have opened with limited capacity requirements based on published guidelines for businesses to follow. But while each state’s guidelines are different, there are universal characteristics for reopening that are largely based on guest preferences. As consumer expectations have changed as a result of the pandemic, Market Force...
The patience of the public is waning as there are mixed opinions about how and when to re-open businesses, schools, and public recreation areas. While many feel it is still too soon, there is a growing movement to end shelter-in-place orders. With the controversy comes increasing pressure to re-open the US economy and provide the public with access and ability to work, shop, and live their lives with some semblance of normalcy.In this environment, businesses face an enormous...
Trained and knowledgeable people are what make companies succeed – in these challenging times; do you know how your employees are doing? Employees are your most critical asset, are they able to stay productive with new stress and general concerns about their futures? Much of our workforce is currently under tremendous strain; do you believe your employees will stick around when the pandemic is over? To help multi-location businesses find the answers to these questions, we are...
We are now three full weeks into the COVID-19 economy and businesses, regardless of industry, are trying to cope with a new reality of teams working from home or stores operating with skeleton crews. These are unique and unusual working conditions for all of us as we adjust strategy to meet unprecedented business volumes and find new ways to drive revenue despite operating restrictions. I imagine through all of this change we are now encountering will permanently impact...
As the COVID-19 pandemic continues, everyone from investors to executives and front line staff are feeling the pressure of dealing with the fall-out from this health crisis. How leadership responds during this time will define the character and culture of your company; good, bad, or indifferent. Once we get back to a “new normal,” you will want to get on with driving your business without any surprises.Supporting our clients with a strategy to manage through this period of...
COVID-19 has dramatically changed all aspects of life – offices are sending workers remote, kids are engaged in digital learning, and states are mandating that businesses close. The world today is not the world of two weeks ago. Some of you may have responded like I did – going into full “Mama Bear” mode, quickly shutting down all requests of ordering delivery or take-out from restaurants due to my perception of risk. After days of kids pleading for take-out and my husband (...

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