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How businesses are rethinking their customers’ experience

Research overview

Technology is revolutionising the way that businesses and customers interact with one another.

With the explosion of social media allowing people to share their experiences both directly and publicly, and processes like online ordering and checking-in now becoming the norm, the way customers communicate has changed drastically over the past decade. This presents some fantastic opportunities for businesses - but it also means changing the way they operate and think about their customers’ experience.

How much importance are businesses placing on these changes? Who is doing it well? How is it changing the way staff communicate with customers, and what new skills do they need to do this effectively? People 1st is currently exploring this issue with visitor economy businesses across the UK.

The research aims to show:

  • What the customer experience looks like and how it is changing
  • The importance of brand reputation, and how it is achieved and measured
  • The role of ‘customer obsession’, how it is measured and what it means in practice
  • How businesses have successfully taken advantage of technology and new opportunities to engage with clients
  • How the changing customer experience impacts on staff’s skill needs
  • Whether customer service training has changed, and how it is likely to develop

Getting involved

As part of this research, we want to speak to businesses across the visitor economy to understand how they are looking at the customer experience and how they are developing customer service skills within their teams. 

Interviews typically take around 40 minutes and all responses are anonymous.

To take part in the research, contact Martin-Christian Kent on 07770 733393 or email martin-christian.kent@people1st.co.uk

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