Market Force Perspectives

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One of the best ways to increase business performance isn’t to push for more sales – it’s to invest in your employees. Companies that focus on employee experience tend to see greater improvement in business performance. Stock prices on Fortune’s 100 Best Companies to Work For list rose 14% per year from 1998 to 2005, while companies not on the list increased their stock price by an average of just 6%. Another study found that companies that improve their employee-written...
In an ongoing effort to solidify client relationships and consult on successful Customer Experience (CX) best practices, Market Force’s UK client strategy team planned a day of collaboration to bring the topic of CX front and centre. On 10 October, the team hosted a forum where representatives from various consumer-focused sectors had the opportunity to share business challenges and have meaningful dialogue with CX thought leaders. This inaugural CX Collaboration Day hosted...
If you travel as much as I do, and care as much about customer experience, you stick with brands that provide exceptional service and reward loyalty. As the leader of a customer experience practice who believes in the power of CX on loyalty, it’s understandable that within reasonable cost variations, I fly the same airline, stay at the same family of hotels, and frequent the same restaurant brands wherever I go. You likely do the same thing. We are creatures of habit and when...
We are excited to announce that our UK team has settled into a new office location in Milton Keynes.We spent the last 10 years in a beautiful setting with rural surroundings but our office on the ‘Farm’, as we affectionately called it, did not offer much of interest nearby other than a local garage and a small shop. Although the Farm served us well and we made great memories there, we could not be more excited about moving into our new office!There were several motivating...
It’s no secret that data plays a critical role in customer experience. In order to provide personalized and convenient solutions, brands must have a deep understanding of their customers. This data allows companies to have strong insights into their customers, their industry and their progress.Many companies rely on survey and feedback data to gain this information. While these data sources are incredibly useful and helpful in understanding customer perception, they don’t...
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...

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