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MYSTERY SHOPPING |
Mystery Shoppers |
Customer Insight Newsletter
April '09
Welcome to our newsletter!
People are spending less and, in response, it's time for all of us to become a bit more innovative and creative. We've put together a couple of ideas that hopefully will get more customers in the door and have them leaving more satisfied and with slightly lighter wallets.
As restaurants use more promotional vouchers to pull customers in, we think there is an opportunity to use mystery shopping (or dining) in a relatively new way: to mystery shop not just the individual branches for the quality of customer service but to measure the ease of use for vouchers and other promotional material.
We're a consumer culture. People love to shop, and despite the current climate, that desire hasn't gone away. Their visits are less regular and less profitable but now, as shopping becomes more of a luxury, they're even more likely to make a day of it. It's up to us to make those days special.
Businesses have always looked to unusual places for inspiration. Sun Tzu's The Art of War translated for management has become essential boardroom reading. Maybe, as The Economist once suggested, French post-modernist philosopher Jean-Francois Lyotard is an unlikely prophet of consumerism. Lyotard celebrates the eclectic, the diverse and the importance of 'experience'. In turn, we're celebrating him in the article below.
Click on the links below to view the full story; alternatively you can e-mail csm@insightretail.com to put your name on our mailing list and receive each forthcoming issue direct to your inbox!
Click here for a PDF version of the Newsletter
In a tough trading climate many restaurants are turning to promotional offers and vouchers to get customers sat at their tables... more
Restaurants Serve-up Robust January
The Peach Business Tracker, which is run in conjunction with UBS and KPMG, aims to monitor sale trends among leading groups in the eating and drinking out sector. The Tracker has just released its first report giving us a picture of sales in January 2009... more
Research on Customer Satisfaction across the UK
The Institute of Customer Service recently released their six-monthly Customer Satisfaction Index. The results are generally up-beat... more
It isn't often that established liberal newspaper The Economist gets to quote French former Marxist philosophers. But it was another unlikely combination that provided the opportunity, when The Economist noticed that predominately French post-modernist philosophers were unlikely sages of consumer culture... more
The British Retail Consortium has appointed Luke Mayhew to succeed current chairman, Sir Geoff Mulcahy... more
CFI Group has launched a National Consumer Satisfaction Index (NCSI-UK) for retailers... more
Hey Potato! Comes to the Circus
Hey Potato! is on its way to Cabot Circus... more
