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Fern Cunnell

Fern Cunnell

As Insight Services Manager, Fern is dedicated to providing clients with the tools and insights required to help deliver an outstanding customer experience. Fern joined Yomdel in 2015, working within the Mystery Shopping team. Initially working closely with shoppers, dealing with shop allocation and guiding shoppers through the process required to deliver a great mystery shop. Fern has now progressed to Insight Services Manager, working with clients to ensure they are being delivered the insight they need to make real positive differences to the customer service they offer.

Recent posts by Fern Cunnell

3 min read

WHAT IS CUSTOMER EXPERIENCE?

By Fern Cunnell on 24/12/20 08:30

Customer Experience, also known as CX, embodies how the customer perceives your brand based on an interaction they have had with your business or organisation.

This could be as small as buying a coffee, all the way though to selling their residential property. Whatever your business is, the two main aspects that create the customer experience are people and product. Think back to good experiences you have had; they probably come down to how amazing the member of staff was or how fantastic the product was.

Topics: customer service sales conversion customer experience
4 min read

Is your online customer response time quick enough?

By Fern Cunnell on 16/10/20 09:00

Are your response times leaving customers feeling disappointed?

Now more than ever you need to monitor your staff’s performance and ensure leads are not being left unattended. At best they will go elsewhere; at worst they will go elsewhere AND tell everyone how disappointing your customer service was.

Topics: customer service Customer Insights Mystery Shopping
3 min read

HOW TO BE A GOOD MYSTERY-SHOPPER

By Fern Cunnell on 14/08/20 11:15

Mystery Shopping works! But how?

Whether you want to know how Mystery Shopping delivers results for a business, or you fancy doing a bit of mystery shopping yourself, knowing what makes a good shopper is fundamental.

As a Mystery Shopper your findings are the foundation of what we do, so it is essential that your work is carried out to the highest standard. So what's required to be a good Mystery Shopper?

Topics: customer service Customer Insights Mystery Shopping