Category Archives: Uncategorized

Why single number customer metrics are flawed

8 February 2019

The following is an abbreviation of an article written by Gerry Brown on 31 Jan 2019 (www.mycustomer.com). In the world of business, and more specifically customer experience, the focus on single number metrics, whether that be NPS, CES or CSAT,… Read more

Vigil Intensive – enabling positive behavioural change that lasts

27 July 2017

“Highly engaged employees make the customer experience. Disengaged employees break it.” –Timothy R. Clark Customer service is one battleground that can’t be won without a good army by your side – but keeping your team engaged and working towards the… Read more

Some People Say That Customer Surveys Are Dead, They’re Wrong And Here’s Why

26 August 2016

Adrian Swinscoe, Forbes   I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and experience, I was intrigued by the headline so I headed… Read more

Vigil Immediate for instantaneous feedback on customer sentiment!

5 August 2015

Single cause of company failure comes down to customer experience. Imagine a customer has just left your store. They comment on their experience using a technology of their choice. You get an immediate alert and stop a customer service crisis right in its tracks… Read more

It is as we thought all along!

21 July 2015

It is as we thought all along. Bricks and mortar are far from dead and will play a major role in any future retailing. We quickly forget we are humans first and foremost and can so easily get hung up… Read more

That’s Customer Feedback!

15 July 2015

You see a gorgeous girl at a party. You go up to her and say: “I’m very rich. Marry me”. That’s direct marketing. You’re at at party with a bunch of friends and see a gorgeous girl. One of your friends… Read more

A snapshot of current retail trends – this is good!

15 July 2015

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.” – Alan Watts As we start a new financial year, I thought it worthwhile to draw breath and take a snapshot… Read more

Improve over the phone service or pay the price

10 July 2015

Customers are sometimes at the mercy of the retailer’s suppliers, especially when it comes to issues regarding warranty and service. Therefore, as a customer it is worthwhile to speak directly to the supplier before making a decision to purchase that… Read more

Create a sea of raving fans!

11 June 2015

If you want to build a strong, profitable company that people love to buy from, there are no secrets or tricks. What matters most is Customer Service. No matter what your company sells, you’ve got to provide appropriate Customer Service… Read more

Just popping down to my local Amazon shop!

27 May 2015

By Brian Walker   Change is the law of life. And those who look only to the past or present are certain to miss the future. – John F. Kennedy Over the last few years, we at Retail Doctor Group have… Read more