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Gina Mayhead

Gina Mayhead

As Head of Insight Services at Yomdel, Gina heads up our highly skilled and energetic insight team, driving robust commercial growth by helping clients deliver exceptional customer experiences through bespoke mystery shopping programmes and other CX market research techniques. Gina is a highly experienced problem-solver with strong analytical skills and story-telling abilities, that really get to the heart of the research question at hand. Gina specialises in insight-led, accessible reporting with an emphasis on actionable findings, tailored to each individual client need. Gina has delivered highly successful research projects across multiple industries and sectors including property, retail and leisure/hospitality. Her particular skill is in complex customer journeys where clients need to measure their customer experience across multiple touchpoints and channels to ensure consistent service and brand messaging, whichever communication method(s) a customer selects. By combining the unique benefits of mystery shopping with complementary Voice of the Customer insight methodologies, Gina is able to create a holistic analysis of a business’s customer experience delivery as well as pinpoint potential areas for innovation and business development, enabling companies to differentiate themselves in crowded marketplaces. Our insight team are always happy to chat through your aims and challenges so please do get in touch if you would like to hear how Yomdel’s market research and mystery shopping can help you achieve your business objectives. You can email Gina at gina.mayhead@yomdel.com

Recent posts by Gina Mayhead

4 min read

MARKET RESEARCH: 5 KEY POINTS FOR SUCCESS

By Gina Mayhead on 04/09/20 10:00

5 Things to Consider When Buying Primary Market Research

Market research is a very broad church, with as many definitions as there are cat hairs on my kitchen floor just now. However, a good general description for me is - market research helps answer questions about your business and/or its customers so you can make more informed decisions and reduce risk.

Topics: Research Customer Insights business change
3 min read

CUSTOMER JOURNEY MAPPING: A KEY TO UNLOCKING SUCCESS

By Gina Mayhead on 21/08/20 11:31

Customer Journey Mapping – What is it and why do it?

I am frequently asked to explain what Customer Journey Mapping is and what its purpose is. Always happy to help, here it is.

Topics: sales conversion customer experience customer journeys
3 min read

SOME GOLDEN RULES FOR CUSTOMER SERVICE IN A CRISIS

By Gina Mayhead on 17/07/20 10:23

Customer Service in Times of Crisis

Topics: customer experience Mystery Shopping Travel Industry
3 min read

HOW TO WIN IF YOU'RE SELLING FINANCIAL SERVICES OR MORTGAGES

By Gina Mayhead on 10/07/20 10:02

Trust is a Must in Financial Services CX

Topics: customer experience Mystery Shopping Financial Services
2 min read

You can't improve if you don't measure!

By Gina Mayhead on 12/06/20 10:50

Implementing new ways of working quickly, can leave a business blind to its current performance. Getting measurement in place early fuels constant improvement and competitive advantage.

Topics: customer experience Mystery Shopping Coronavirus
4 min read

Ready, steady, go - time to reconnect!

By Gina Mayhead on 15/05/20 09:30

Right now is the time to re-connect

As we wait for additional clarifications and detail on exactly when and how our shops and services can re-open for business, now is the time to reflect on how you are going to re-connect with your customers.

What does Customer Experience look like now, and how will that evolve over the next few months?

Topics: Research Coronavirus Industry trends
3 min read

Can you make sense of all the future-gazing?

By Gina Mayhead on 02/05/20 08:45

Looking ahead is scary but research can help

There are a lot of research tracker studies going on at the moment, for sentiment analysis and consumer behaviour, looking at how we are reacting to the lockdown and other changes wrought by the coronavirus crisis.

But where are they all taking us? And what role can research play in finding the path ahead as we continue to navigate our way through the coronavirus crisis?

Topics: Research Coronavirus Industry trends
4 min read

5 GOOD THINGS to come from Coronavirus!

By Gina Mayhead on 27/03/20 09:00

I know, there are a lot of bad things happening right now, thanks to the unrelenting progress of the Corona virus.

However, believe it or not, there are some positives we can reflect on. Here are five that sprang to mind this morning as I looked out over my sunny garden.

Topics: Coronavirus
4 min read

The Highs and Lows of Estate Agency CX

By Gina Mayhead on 03/01/20 11:50

How good is the Customer Experience in your Estate Agency?

“We’re a small team. I know all my staff do a good job”

Topics: Estate Agents CX Mystery Shopping