We provide bespoke solutions in Benchmarking Customer Engagement
Sometimes visibility is all that’s required. An effective window into a category, a sales pipeline, a retail environment, a customer attitude, a customer service characteristic, a market insight. We call this landscape mapping – a measure of performance in context.
We help clients know their customers through market research and insight tools, essential to making the most of opportunities. We do this through an assessment of delivery against customer expectations, and map how well customer needs are met. All in the context of a goals driven commercial environment.
We offer visibility of the customer journey pathway, often investing in the experience along with the customers. Managed through Secret Shopper style programmes, combined with expert analysis. We can review touchpoints along the pathway to identify underperformance and recommend how; using insight, the gaps can be plugged and performance improved.
|Secret shopper – it doesn’t have to be retail, sometimes it’s useful to know how sales and customer service channels are performing.
|Channel audits – eyes and ears on what’s happening. Useful for own brand and competitor activity.
|Market research – Qualitative and quantitative programmes. We can design and implement or just review what your existing research is telling you.
|Public speaking – Jonathan talks about marketing best practise, retail, business strategy and entrepreneurship, flight training and coaching.
|Marketing strategy – mentor, advisor, resource to develop (digital)marketing strategies.
|Coaching and mentoring – Jonathan is available for INED and or advisory board roles