Wilson Lee on
Second generation family partnership with set ideas, internal conflict, and lack of business focus were all ingredients which had made this lodge park become a cash drain on the family members. Setting up effective systems to monitor occupancy, staff costs, as well as customer feedback, helped the partners consolidate their views and begin to work
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Wilson Lee on
A large regional building society needed to improve their customer service in order win and retain customers from their competitors. A market research survey was undertaken together with a programme of mystery shopping branch outlets. Key issues were identified and important insights were gained enabling this client to make effective improvements to the customer service.
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Wilson Lee on
An independent property letting agency operating in a highly competitive market place sought the help of WLP as it needed to ensure that it was differentiating itself. Our consultant conducted a mystery shopping assessment, obtaining structured feedback about the customers’ experience of dealing with the company. We also assessed the quality and consistency of service levels
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Steve Palmer on
What do our customers want?
We all have customers. In fact we rely on them. Whether we are in business or delivering a service, we exist for our customers. If we are in business our mantra should be “to delight our customers profitably “. But what do they want?
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