Advertisement
     

14/12/2009

By Scott Thompson

Blacks Leisure Group is embarking on a customer insight programme in 208 of its Blacks and Millets stores, with the help of Empathica.

Customers will be invited, via a prompt printed on a receipt jacket, to give feedback on various aspects of their visit, including: the store environment, speed of service, and how friendly and helpful the staff are. They will also be asked whether they felt the retailer offered good value for money and whether they enjoyed their shopping experience. All customers will respond via an online survey.

Richard Hitt, customer insight director at Blacks Leisure Group, says: "We're keen to ensure that our customers are at the heart of everything we do. Empathica offers a simple and effective method of delivering regular and systematic customer feedback in what is an otherwise under-researched retail sector. We are delivering invitations to all customers in participating stores as we value feedback from all of our customers - the insight from which will help us deliver excellent customer service across all our stores nationwide."

Home     More News


Other stories you may find of interest:

Phone House chat with customers live
Phone House Sweden, part of the Carphone Warehouse Group, has chosen Netop Live Guide, an online live chat technology platform

Eptica helps retailers harness social media potential
Eptica is launching what is pitched as the industry’s first fully integrated social customer service suite

figleaves.com provides personal touch
figleaves.com has introduced a new channel that allows customers to engage in real-time with service agents as they shop on the retailer’s website

http://www.boxtechnologies.com




Whitepapers
Augmenting 3-D Secure with Comprehensive Controls for Fraud Prevention
An advisory guide by Accertify for enterprise merchant fraud teams and chargeback managers, risk analysts, Compliance officers and financial system managers who are looking for effective ways to reduce payment card fraud.
Retail 2D: The connected Shopper
Today, retailers face a new connected customer that expects a seamless and customized shopping experience across different channels, from websites to mobile applications to in-store. This new technology-empowered shopper uses the Internet and a smartphone to search, compare, evaluate, and buy products and services, and most importantly, to engage and interact with retailers in order to get tailored offers.
Low-cost ECO POS now a reality
Eco-Friendly POS:
It’s Not Easy Being Green …Or Is It?

Retailers no longer need to experience the pains of high monetary investment or an uncomfortable shift in normal operations to reduce costs and unnecessary resources.
The Way To Pay - Making M Commerce a reality
The proliferation of smartphones is transforming many lives and businesses. With the integration of Near Field Communications (NFC), and payment-based applications into handsets, mobile users will soon have access to a new way to pay for goods and services direct from their phone.
UK retailers leverage network video to gather business intelligence
Network video offers far more than just enhancing loss prevention, it is also being deployed to improve store layouts, optimise merchandising strategies and increase operational efficiency.
Retail experience/improved/APM Guide
Future-Proof Revenue with Resilient Next-Gen Apps
ca technologies whitepaper
Are your customers getting the best online experience?

Read this White Paper and be automatically entered into a free prize draw to win a new Apple iPod Touch.
Card Data Security in an IP World White Paper
A Frost and Sullivan White Paper sponsored by TNS
This website is a part of Perspective Publishing Limited, registered in England No 2876166.