Queen Guitarist Brian May in Concert

What can Brian May from Queen teach us about Customer Experience?


  • November 16th, 2017
  • By Paul Taylor
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Which parts of an experience do people notice and remember the most? When trying to increase customer satisfaction, it’s a very important question, and Brian May has some insights into this. (Read time: 10 minutes. If you’re in a hurry, scroll down to get 4 customer experience tips that reflect what people notice and remember […]


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B2B sales interaction

Why B2B businesses struggle for honest feedback from clients, and why they need it more!


  • September 29th, 2017
  • By Paul Taylor
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As the saying goes, “you don’t know what you don’t know”. Sometimes what you don’t know can be doing a lot of damage. And sometimes there is opportunity hidden in current shortcomings. But if the owners or managers of a business don’t get adequate feedback, damage goes unchecked and opportunities stay hidden. For “damage” read […]


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How do your sales people really handle customer interactions?


  • September 19th, 2017
  • By Paul Taylor
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If you’re responsible for sales, marketing, or overall business performance, it’s vital that you have a clear grasp of what your team’s sales interactions are actually like. Whether you sell goods or services, if your customers need to be advised, then knowledge of what is really happening “on the ground” is essential if you want […]


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credit card payment in retail sale

B2C & retail sales: 10 things that aren’t done well enough often enough


  • September 14th, 2017
  • By Paul Taylor
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If your B2C or retail business depends on staff members advising customers or clients, and explaining your products and services to them, then you need to know whether your staff are engaged in effective sales-focussed activity; whether the things that your staff members do are likely to maximise sales conversions and order values, or not. […]


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Sponsoring the Visit Devon Tourism Awards and Bristol, Bath & Somerset Tourism Awards


  • September 12th, 2017
  • By admin
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We’re extremely proud to be official sponsors of the 2017 Visit Devon Tourism Awards and the Bristol Bath and Somerset Tourism Awards. This follows on from our involvement last year (2016) in the judging for the Devon Tourism Awards. We were so impressed with the way that the awards were managed at every stage, we […]


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How solicitors and law firms can use Mystery Shopping to increase revenue, client satisfaction and loyalty


  • May 5th, 2017
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(…and avoid competing on price) The legal profession has become ever more competitive in recent years, as legal services have become more commoditised. Of course, the best solicitors have a unique relationship with their clients based on trust, and in turn on their competence and professionalism. The long-term (or even multi-generational) loyalty towards “the family […]


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TripAdvisor & other online review forums: the cost of free feedback for tourism leisure and hospitality businesses.


  • October 12th, 2016
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Conversations with clients in the tourism and hospitality industries often touch on TripAdvisor, and other online review platforms such as google reviews. Very occasionally in conversations with clients, TripAdvisor is referred to by an owner or manager as being a “good” source of feedback. So, are online reviews a good source of feedback? And could […]


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Automotive Mystery Shopping – 2 crucial questions that it answers for dealerships


  • January 23rd, 2016
  • By Paul Taylor
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For dealerships who want to find out how we can help them to monitor and improve the performance of their team, please get in touch now on 01392 984224 or by email using connect@customerwise.co.uk for a no-obligation initial chat. For those who are interested, below are some of our thoughts about why Mystery Shopping, and […]


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A strategic partnership to help leisure and tourism businesses in the South West


  • January 23rd, 2016
  • By admin
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This post is to announce our partnership with Dr David Gibson of DRG Consulting Ltd. We’re very excited about the work we’ll be doing with leisure and tourism businesses to help them to achieve world class customer service while improving business performance. The partnership will allow clients in the attractions sector to benefit from a […]


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Why independent Optometrists & Opticians need an outsider’s perspective


  • January 19th, 2016
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“the optical profession is pretty unique… it is a place where genuine professional healthcare is combined with the world of hard-nosed retail” (a  dispensing manager of a medium-sized chain of optometrists) The eye care industry does of course involve providing real expert care to patients who need it, and it also involves selling products to […]


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