Market Force Perspectives

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Have you been measuring the same things in your customer experience surveys for the past three years? Has your mystery shopping programme been in place with little change? Has it been 6 months or more since your team met to clearly assess your measurement programme—including spend and ROI? If so, it’s time to step back and do a clear-eyed evaluation.Too often, measurement systems are left running untouched for months or years. That’s a mistake. The market is dynamic,...
Smartphones. Ubiquitous, necessary, entertaining, and the way we connect to our world. Behind those smartphones are our wireless carriers who provide the infrastructure that allow us to make calls, download data, watch videos, play games, and read the news. So what kind of customer experience do the wireless carriers provide—and what do we love and hate about them?Market Force has just released the results of its CX competitive benchmarks for wireless carriers in both...
So much has been written about the importance of employee engagement that it almost seems foolish to spend time talking about it. But if we are creating environments that created happy, productive employees, why do organisations like Gallup report that only about one third of employees report being “engaged” in their work?The reality of what employees actually think about your brand, their job, and your customers needs to be measured. Why? Because literally hundreds of...
Multi-unit businesses strive to gain a better understanding of what truly happens across their expansive network of locations. Being in-tune with the nuances at the location level can be the difference between the success or failure of a brand. Each location and each shift will either help or hurt in your quest for market dominance. To intimately understand performance we need answers to important questions. Questions like: Are staff interacting with customers? Are we managing queue...
In 2016, IBIS World predicts the US convenience store and petrol station market will generate over $324 billion in sales, with slow growth of 4.1% over the next 5 years. The softened economy, cars that use fuel more efficiently, and steep drops in crude oil prices all conspire to slow down growth in this industry. This makes it all the more important that petrol convenience retailers couple competitive fuel prices with superior c-store merchandise and great customer experiences....
Consumers expect us to be united and omni-present in understanding their experiences. That’s a tall order when feedback can come from so many different touchpoints. How can you listen and respond effectively to consumer feedback, especially to those negative comments that can hurt your brand or lose loyal customers? Here are a few tips to get you started: Make sure you listen across a wide variety of touch points, such as your inbound phone calls (into head office or call centre), emails,...
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...
Measurements are the key enablers to drive accountability and effective business and consumer analytics, as well as to help companies grow and strengthen their business performance. When I led a team at McDonald's that was charged with developing and implementing a world-class measurement system that centered on the critical drivers of restaurant performance and customer satisfaction, there were specific key elements/enablers that made it so effective. Let’s take a look at them.1....
We all need food, and consumers have many choices for grocery retailers. Although competition for consumer money remains very strong revenue for US grocery retailers and is expected to rise at an average annual rate of 1.7% to $644.0 billion in 2021. As a part of that growth, analysts expect that online grocery sales will grow at an annualised rate of 13.2% to $24.4 billion in 2020 (IBIS WORLD 2015 US Industry Reports, Grocery and Supermarkets). That’s a lot of growth!...
There are two schools of thought around customer experience. The first school says, “Of course you have to focus on customers. Just do it.” The second says, “I have any number of initiatives where I need to spend money. Prove to me that my investment in CX has an ROI.” The latter is a tall order, but the link has been proven both by independent companies like Forrester and through modelling work by Market Force.In July of 2015, Forrester released new research regarding the link between CX...

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