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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 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. You can email Gina at gina.mayhead@yomdel.com

Recent posts by Gina Mayhead

3 min read

WHAT IS MARKET RESEARCH AND WHY IS IT IMPORTANT?

By Gina Mayhead on 31/12/20 09:00

Although there is no one-size fits all definition, Market Research can reasonably be defined as the activity of gathering and analysing information (data) to answer questions about your business or organisation and its products or services. This process, and the insight from it allows you to get closer to your customers and make more informed decisions.

Topics: Research Customer Insights business strategy
2 min read

CONVERSATIONAL ANALYTICS - HUMAN OR MACHINE?

By Gina Mayhead on 18/12/20 08:30

OK, I admit it. I have a natural prejudice against Artificial Intelligence, Machine Learning, call it what you will. Or I used to…

Topics: Customer Insights Analytics Contact Centre
4 min read

USING MYSTERY SHOPPING TO BE COVID COMPLIANT

By Gina Mayhead on 20/11/20 08:30

MIND THE GAP

Being COVID compliant is essential to bringing customers back with confidence. Every UK business needs to consider how they intend to be perceived by customers in the critical months ahead.

Topics: Customer Insights Mystery Shopping business change
5 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