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 Read More...on
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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. Read More...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 Read More...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? Read More...on