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.
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
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?