Blogs & Insight
Discover the latest thought leadership from the worlds of mystery dining and reputation management.
Is your customer proposition really showing up in the customer experience?
Your ideal customer journey might be completely clear at head office. But is that what the customer actually experiences? The proposition and journey may be designed centrally, but the experience certainly isn’t. That gets created moment by moment, across channels, through processes and through people. And customers have an inconvenient habit of not following the neat journeys we design for them. They browse online, check availability, visit a store, ask for advice, order something for
The showroom looks great. But is the network keeping up?
Automotive brands put a huge amount of work into designing the right customer experience. The showroom looks sharp. The lighting is right. The signage is in place. The latest campaign is on display. The customer submits an online enquiry. So far, so good. Then nobody calls them back. Or they do, but ask the customer to repeat everything they have already entered online. Or the customer arrives at the dealership and nobody appears to know they
A Dry Cappuccino – A Lesson in Customer Loyalty
A Dry Cappuccino – a Lesson in Customer Loyalty “What on earth is a dry cappuccino?” my husband asked as I was telling him this story. Well… it’s what we used to call a cappuccino. These days, if you simply ask for a cappuccino, you often get what is basically a café latte with a bit of foam on top. And while we’re on the subject, a lady came into the coffee shop and asked
Silent Customer Joins SHARCC Group and strengthens its leadership team
Silent Customer joins SHARCC Group and strengthens its leadership team Silent Customer is delighted to announce that we have joined SHARCC Group, marking an exciting new chapter for the business. Since Silent Customer was founded in 2008, we have built our reputation by helping organisations understand the behaviours shaping their customers’ experiences. Our approach combines mystery shopping, customer insight, behavioural analysis and practical support, delivered with the personal and constructive style our clients know us
Have training apps had their day?
Have training apps had their day? I think they probably have. We’re ‘apped out’. Of course, apps still have an important place for things like health & safety, risk assessments, food safety regulations and HR compliance. But beyond that, if you want your team to genuinely go above and beyond when looking after customers, especially in customer-facing roles, then the training needs to be human too. When I started Silent Customer back in 2008, the
BYO – so, there’s a thought…
BYO – so there’s a thought… Conversations about an unlicensed local sushi bar encouraging customers to bring their own wine sparked debate about whether this should make a comeback. With costs spiraling and eating out becoming more of an occasional treat than a regular pastime with friends – and with more people staying at home – could corkage on BYO help make going out feel more affordable again? Would offering BYO give customers the impression
