Market Force Perspectives

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What does it cost if you fail to deliver on your brand promise? How does it affect your current and future sales? What does it mean for the long-term health of your business and ultimately your brand? These are important questions and, unfortunately, to ignore them can be a costly mistake.There is a simple truth when it comes to in-store execution. It costs just as much to deliver a bad experience as it does a great one.  Labor costs vary only...
Most convenience store and gas station operators understand the importance of an excellent customer experience. After all, fuel price and location are not the only factors that drivers consider when deciding where to fill up. But, the holy grail for these businesses is predicting how improvements in consumer experience can grow fuel volume sales.For more than a decade, Market Force Information has worked with Phillips 66 to design and conduct a mystery shopping program for...
Customer experience (CX) key performance indicators (KPIs) are important for any customer-facing brand because they let the business how satisfied and loyal its customers are. The best CX KPIs are typically focused on customer perception with metrics such as Overall Satisfaction (OSAT) and Likelihood to Return. Some surveys also include a question about Problem Experience and how effectively a business resolved a customer’s issue. These specific survey questions have a...
One of the key findings of our recent research into customer experience at UK casual dining restaurants is the power of online social reviews, with the all-seeing TripAdvisor the most powerful of them all.With restaurant operators lagging behind Wagamama and Nando’s when it comes to quality of food, healthy food choices and speed of service, poor customer experiences are rife with over 1 in 5 customers dissatisfied. Customers care about the following combination of...
Our latest research into the casual dining customer experience in the UK has shown that Wagamama leads the way, leveraging its high quality food, menu variety, friendly service and healthy food choices to gain top spot. While other operators struggle to get this recipe right, Wagamama achieves high satisfaction levels as a result of focusing on the ‘customer first’, ensuring that visitors are delighted by their experience and go on to recommend the restaurant whether by word...
As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel. We recently picked the brain of Ryan Stewart, our Vice President of Canadian Operations and Global Contact Center, to learn why chat is gaining in popularity, how it compares to other customer communication channels and which organizations should be using it.1. Chat has been around for two decades, yet it...
Our latest research on Quick Service Restaurants (QSR) in the UK has shown that basic customer experience (CX) measurements are being overlooked. Across various restaurant categories, inaccurate orders, long wait times and poor staff attitudes are big areas of concern, hampering the future success of many of the eateries on the UK high street.As an example, let’s look at the burger and chicken sector; almost half of diners who were surveyed in our recent performance index...
Just as the dust has settled, along comes a new shift in the data protection landscape.The California Consumer Privacy Act (CCPA), enacted in June 2018, has been cited by some as a move towards a GDPR-type data privacy law,[1] which not only will provide California residents with a set of comparable rights with respect their personal information but which also places obligations on businesses which collect, use, sell or disclose that information. [2]The CCPA is not an...
Businesses that don’t think reviews on social media matter are making a huge mistake. Users on social media platforms can have an immediate and deleterious impact on the bottom line.Just ask the Starbucks CEO after staff at a Philadelphia store called police on two African American men waiting to meet a friend. The interaction was caught on a smartphone and went viral. What followed was the shutdown of all locations nationwide as a training was conducted for all employees.Or...
Customer satisfaction surveys allow you to hear the voice of your customer at both the brand and location level. It can be a powerful tool in providing actionable insights to every level of the organisation, and ensuring your customers have a mechanism for providing feedback to help you improve your service delivery and the customer experience.There may be many reasons for collecting personal data during the course of a survey. You may want to incentivise participation in...

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