WeMark India : Market Research and Customer Satisfaction

WeMark India Market Research

WeMark India Market Research

 When we buy a product or service, we expect it to be right. We don’t jump up and down with glee saying “isn’t it wonderful, it actually worked”. That is what we paid our money for. Add to this our world of ever exacting standards. We now have products available to us that would astound our great grandparents and yet we quickly become used to them. The bar is getting higher and higher. At the same time our lives are ever more complicated with higher stress levels. Delighting customers and achieving high customer satisfaction scores in this environment is ever more difficult.

A market trader has a continuous finger on the pulse of customer satisfaction. Direct contact with customers indicates what he is doing right or where he is going wrong. Such informal feedback is valuable in any company but hard to formalise and control in anything much larger than a corner shop. For this reason Market research is necessary to measure and track customer satisfaction for a existing or expanding businesses.

Market research is any organized effort to gather information about markets or customers. It is a very important component of business strategy. The term is commonly interchanged with marketing research; however, expert practitioners may wish to draw a distinction, in that marketing research is concerned specifically about marketing processes, while market research is concerned specifically with markets. WeMark India Provides various market research services which include Customer Satisfaction Surveys, Due Diligence Program, Database management Applications, Employee Engagement Surveys, Customer Feedback & Analysis, Employee Knowledge Audit etc.

It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. Therefore, all programs under market research are vital at different levels for a successful business.

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WeMark India : Customer Experience Management

Customer Experience Management www.wemarkindia.com

Customer Experience Management
http://www.wemarkindia.com

Knowing what your customers think and how they interact with your brand is critical to your ongoing success. To foster it, your customer service have to have a brilliant customer experience management.

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer’s perspective and, as a result, foster customer loyalty. Customer experiences include not only interactions through traditional channels, such as purchases, customer service requests and call center communications but also, increasingly, through social CRM channels such as Twitter and Facebook. To manage the customer experience, companies need to create a strategy that encompasses all customer touch points across the organization. While businesses are seeing a solid correlation between customer experience management (CEM) programme and increased profit, 81 percent organisations globally have seen their CEM initiatives fail in the last three years, says recent studies. The study noted 72 percent of Indian businesses have a customer experience management (CEM) solution far better than the average of 59 percent globally. In comparison, India respondents felt the strongest about the importance of CEM in organisations with 75 percent of business managers in India describing CEM as extremely important, followed by Mexico (67 percent), the US (59 percent) and Brazil (59 percent).

WeMark provides various services such as Mystery shopping, Market research and internal aurdit covering a large number of different businesses to give an effective customer experience management. Through mystery shopping and other services, you can intelligently set a company standard and maintain it at every levels of your organisation. For More detail visit our website www.wemarkindia.com.

WeMark India: Mystery shopping does impact company success

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Consumer is all powerful. Companies and service providers in India are finally realising that making or breaking the business or brand depends largely on the consumers.  Indian consumers too have finally started demanding better services and do not mind paying a premium for high quality service.

Realising this companies are ensuring to render standardised practices for better customer experience. Owing to this, the mystery shopper now has become an unavoidable need for their business. The feel the need to verify whether processes that have been put in place for the various functions are being followed or not and mystery shoppers help them confirm this. So while a simple question like ‘were you offered a beverage at the reception’ may seem innocuous to you, it is in fact a step in the Company’s effort to ensure that all outlets function in the same way across geographies; it is the only way growth & expansion can be managed successfully.

Deviations are checked and outlets or employees adhering to processes are rewarded. Mystery audits are especially useful in franchisee models where the only way the client can ensure quality is by standardising practices & processes. Clients often seek feedback from shoppers on finer points this has come from a realisation that unless you treat your customer well, the business will not grow as fast and even if it does, will not sustain once competition kicks in. In this way, a mystery shopping report helps the client understand whether his business process are working and also identifies the improvement areas for providing better experience to customers. Appreciation to a deserving employee by rewarding him is also a part of this exercise to bring feeling of motivation.