Generating sales growth has everything to do with "advocacy", this can be explained as the willingness of customers to use a company’s products and services and then to recommend them to friends, family and colleagues.
Advocacy is a genuine and compelling loyalty towards your brand or services.
Advocates are much more than customers who return again and again. Advocates are customers who are prepared to argue your case, defend and champion your business against your competitors.
The more advocates a business has the stronger its sales growth becomes. Advocates are also often called promoters. Successful businesses have recognised the link between advocacy (promoters) and sales by communicating the strategic importance of advocates to their teams and by measuring the customer’s views through Mystery Shopping programmes.
Many companies make a substantial and lasting improvement to their business by gaining customer information and using it to make strategic decisions regarding the future of the company.
One Mystery Shopping company called Retail Active uses systems, processes and tools to measure the Net Promoter Score, often described as the customer health of check. The Net Promoter Score illustrates the rating of promoters, passives and detractors using the business.
Mystery Shopping is a very successful method of determining the customer advocacy levels of your business. Once you know the issues customers face then work to increase customer satisfaction, boost sales performance and build staff competence, resulting in increased profitability.
Retail Active Mystery Shopping helps identify the gap between the experience you seek to deliver and the actual experiences customers receive.
Their award winning business tools can be used to make a strategic and cultural change in your business at a fraction of the cost of other methods of change management.
If you would like to learn more about how customer advocacy can grow sales visit www.retailactive.com or call 01235 438413.
Friday 31 October 2008
Thursday 30 October 2008
MYSTERY SHOPPING IN A RECESSION
Times are tough on the High Street and budgets are being cut, so is this the time to reduce your marketing spend, or is this the time to learn exactly what your customers needs and expectations are?
Making the right decision is going to be a difficult and critical choice. In every recession there are winners and losers. It is often said its not how you enter a recession it is how you emerge from it.
One of the most powerful ways to place your business in a winning position is to identify key measures that are strategically important to your future success.
To emerge from any downturn in good shape it’s important to consider the medium and longer term customer satisfaction and advocacy. Annual Mystery Shopping Programmes cost less than £1 per day per store/unit. Cutting this spend could give you a very short term cost saving but can backfire. When considering how to win in a recession it is essential to measure the right things. The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active the Mystery Shopping Company are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
The Mystery Shopping results gathered are expertly analysed to provide a new perspective on your business. Retail Active provides unequalled support to help turn objectives and strategies into reality with award winning training materials and business tools.
The Retail Active web based 24/7 reporting system is the most advance available and will guide you effortlessly to the areas on which you need to focus.
To learn more on about winning with Mystery Shopping Research in an economic slowdown visit www.retailactive.com or call 01235 438413.
At a time when customers are choosing where and what to spend their money on do you should be looking to use customer research to help you do the following:
Monitor Customer Service Delivery
Measure Brand Standards
Drive Sales
Reduce Complaints
Develop Customer loyalty and Advocacy
Motivate Your Team
Monitor Performance
Determine Strategic Goals
Set Tactical Objectives
Benchmark Competitors
Increase Employee Satisfaction
Protect Capital Investments and ROI
Determine, Prioritise and Measure Critical Customer Touch Points
Turn Complaints into new Opportunities
Protect and Build Brand Equity
Making the right decision is going to be a difficult and critical choice. In every recession there are winners and losers. It is often said its not how you enter a recession it is how you emerge from it.
One of the most powerful ways to place your business in a winning position is to identify key measures that are strategically important to your future success.
To emerge from any downturn in good shape it’s important to consider the medium and longer term customer satisfaction and advocacy. Annual Mystery Shopping Programmes cost less than £1 per day per store/unit. Cutting this spend could give you a very short term cost saving but can backfire. When considering how to win in a recession it is essential to measure the right things. The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active the Mystery Shopping Company are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
The Mystery Shopping results gathered are expertly analysed to provide a new perspective on your business. Retail Active provides unequalled support to help turn objectives and strategies into reality with award winning training materials and business tools.
The Retail Active web based 24/7 reporting system is the most advance available and will guide you effortlessly to the areas on which you need to focus.
To learn more on about winning with Mystery Shopping Research in an economic slowdown visit www.retailactive.com or call 01235 438413.
At a time when customers are choosing where and what to spend their money on do you should be looking to use customer research to help you do the following:
Monitor Customer Service Delivery
Measure Brand Standards
Drive Sales
Reduce Complaints
Develop Customer loyalty and Advocacy
Motivate Your Team
Monitor Performance
Determine Strategic Goals
Set Tactical Objectives
Benchmark Competitors
Increase Employee Satisfaction
Protect Capital Investments and ROI
Determine, Prioritise and Measure Critical Customer Touch Points
Turn Complaints into new Opportunities
Protect and Build Brand Equity
Wednesday 29 October 2008
Mystery Shopping Measures To Holistically Improve Business Performance
By measuring the right things you can analyse, develop, motivate, inspire and achieve substantial improvements. Measure the wrong things and all advantages may be lost.
Measurements should be simple. If they require a lot of explanation and definition, then collecting data and translating that data into actions becomes less powerful and possibly a waste of time and money.
If you measure what you do, your team can evaluate alternative approaches to be more effective (doing the right things) and efficient (doing things right).
Sharing the measurement information is essential; this gives the team feedback and focus. After all "What you can measure you can manage" and "What gets measured gets done".
Those businesses that succeed and make money constantly assess themselves and improve in all dimensions of their offer, it's essential when defining measures that the mystery shopping criteria is Specific, Measurable, Actionable, Relevant, and Timely
At Retail Active we measure and collate information about each and every part of the customer journey. We examine the customer experience from initial thoughts to their lasting impressions of your business.
Mystery Shopping is only one part of the holistic service we offer. Just as important is the powerful information we gain from:
Employee Satisfaction Surveys
On-line surveys
Video Mystery Shopping
Retail and Brand Audits
Compliance Checks
Telephone Mystery Calls
Facilities Audits
Price Surveys & Audits
Competitor Benchmarking
Understanding this data can be key to creating positive improvements to your brand and business.
All of our Mystery Shopping programmes are bespoke and unique. Each one is designed specifically for our valued clients. We are able to offer this detailed level of Mystery Shopping service because our systems are the most advanced and proactive available.
Measurements should be simple. If they require a lot of explanation and definition, then collecting data and translating that data into actions becomes less powerful and possibly a waste of time and money.
If you measure what you do, your team can evaluate alternative approaches to be more effective (doing the right things) and efficient (doing things right).
Sharing the measurement information is essential; this gives the team feedback and focus. After all "What you can measure you can manage" and "What gets measured gets done".
Those businesses that succeed and make money constantly assess themselves and improve in all dimensions of their offer, it's essential when defining measures that the mystery shopping criteria is Specific, Measurable, Actionable, Relevant, and Timely
At Retail Active we measure and collate information about each and every part of the customer journey. We examine the customer experience from initial thoughts to their lasting impressions of your business.
Mystery Shopping is only one part of the holistic service we offer. Just as important is the powerful information we gain from:
Employee Satisfaction Surveys
On-line surveys
Video Mystery Shopping
Retail and Brand Audits
Compliance Checks
Telephone Mystery Calls
Facilities Audits
Price Surveys & Audits
Competitor Benchmarking
Understanding this data can be key to creating positive improvements to your brand and business.
All of our Mystery Shopping programmes are bespoke and unique. Each one is designed specifically for our valued clients. We are able to offer this detailed level of Mystery Shopping service because our systems are the most advanced and proactive available.
Tuesday 28 October 2008
How Mystery Shopping Can Assess Your Customer Loyalty And Generate Better Profits.
The best predictor of customer loyalty for most businesses is how likely their customers would be to recommend your company to a friend or colleague? When customers are truly loyal they not only remain committed to the company but also actively recruit new customers on your behalf.
Every company can divide customers into three categories; these are Promoters, Passives and Detractors.
Promoters are loyal enthusiasts (advocates) who keep buying from you and are highly likely to recommend your company, again and again.
Passives are satisfied and likely to recommend the services and products you offer, BUT could easily be enticed by your competitors.
Detractors are your unhappy customers who would be unlikely to buy from you and may encourage their friends to use your competitors – These are dangerous customers and can wreck a business reputation.
By analysing your promoters, passives and detractors you can measure your company’s advocacy metric. Your advocacy metric is linked directly to your company’s revenue growth rate. It takes into account both the increased word of mouth marketing as well as the lost potential growth.
Retail Active, the mystery shopping company, specialises in guiding companies to measure and improve customer advocacy and profits. They use sophisticated tools to determine customer advocacy, by store, by region and brand. These analytical tools help determine the strategic options to increase the number of advocates supporting you.
The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
If you would like to learn more about how Mystery Shopping can assess your customer loyalty and generate better profits, contact Retail Active on 01235 438413 or visit www.retailactive.com
Every company can divide customers into three categories; these are Promoters, Passives and Detractors.
Promoters are loyal enthusiasts (advocates) who keep buying from you and are highly likely to recommend your company, again and again.
Passives are satisfied and likely to recommend the services and products you offer, BUT could easily be enticed by your competitors.
Detractors are your unhappy customers who would be unlikely to buy from you and may encourage their friends to use your competitors – These are dangerous customers and can wreck a business reputation.
By analysing your promoters, passives and detractors you can measure your company’s advocacy metric. Your advocacy metric is linked directly to your company’s revenue growth rate. It takes into account both the increased word of mouth marketing as well as the lost potential growth.
Retail Active, the mystery shopping company, specialises in guiding companies to measure and improve customer advocacy and profits. They use sophisticated tools to determine customer advocacy, by store, by region and brand. These analytical tools help determine the strategic options to increase the number of advocates supporting you.
The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
If you would like to learn more about how Mystery Shopping can assess your customer loyalty and generate better profits, contact Retail Active on 01235 438413 or visit www.retailactive.com
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