Are you completely confident that your staff give your customers consistently outstanding service?
Do your staff have a deep knowledge and understanding of the product or service they are offering?
Do you understand how your customers’ loyalty to your business is affected by their experience with your staff?
Are you sure that your staff are ‘getting it right’ during every interaction?
And most importantly, is your brand delivered consistently across every interaction and moment in time?
Please join us for an afternoon interactive session on Customer Experience and Mystery Shopping with Synovate’s specialists, Samantha Lloyd, Bruce Wells and Richard Rice.
Mystery Shopping has evolved… and in this session we will introduce you to some of the latest trends, technologies and strategies that will make a tangible difference to your business and the rand value that your staff delivers. We will cover everything from the experience they offer your customers to the way they make them feel when interacting with your brand, and what these behaviours contribute to feelings about your brand. With the right kind of Mystery Shopping, you have the power to influence the decisions your customers make.
23 June
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14:00 for 14:30 Arrival
14:30 – 15:00 Through your customers’ eyes. 15:30 – 15:45 Brief intermission 15:45 – 16h30 Technology’s role in improving customer experience. 16: 30 Refreshments served |
Email kate.slade@synovate.com to confirm your attendance
Bruce Wells: Bruce Wells is the Global CEO of Synovate Retail Performance, Mystery Shopping and ViewsCast. To this role, Bruce brings over 16 years of telecommunication, technical marketing, international business development, customer satisfaction, software development and off-shoring experience, including 14 years of living in five different countries. His business development, operations background and client relationship management expertise are invaluable and ensure the integration of these dynamic areas of customer experience management with our research capabilities.
Samantha Lloyd: Samantha Lloyd is the South African Mystery Shopping Business Unit Director and is expert in blending technology, systems, people and planning to deliver industry leading mystery shopping programmes. Samantha started with Synovate in 2001 as a Research Executive and naturally progressed into a leadership role as Operations Director. Samantha is particularly proficient in managing project operations, driving operational efficiency and implementing systems and technology into the research process. With the establishment of the Mystery Shopping Business Unit in November 2010, Samantha moved into the role of Business Unit Director where she has full responsibility for clients, sales, research, and all operational aspects involved in the delivery of Mystery Shopping.
Richard Rice: Richard currently fulfills the role of Sales and Marketing Director at Synovate and is an established expert and respected consultant in the arena of customer experience. Rice is a frequent speaker at local and global industry events and has extensive expertise in adding value to customer experience strategies and planning. Richard has been in the market research industry for 15 years and has a strong research background coupled with sound business acumen. He is particularly well regarded for his ability to turn insights into actions, particularly in franchise, dealer and branch networks.
