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The Significance of Customer Journey Mapping
Read more: The Significance of Customer Journey MappingIt is often easy to fixate on deliverables and tangible outcomes to justify investment on strategic activities. While the outcome of customer journey mapping is a representation of customer touchpoints with your business, an often-overlooked achievement is the act of meeting as a decision-making unit and walking through the customer’s experience.
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Mackman Research winners in prestigious national awards
Read more: Mackman Research winners in prestigious national awardsWe are immensely proud to announce that our sister company, Mackman Research, has won an MRS Operations Award in the ‘Best Data Collection – Interviewer Administered’ category for their business support research with Essex County Council. Find out more about the project and the MRS Operations Awards here.
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How To Create Web Personas For Your Online Audience
Read more: How To Create Web Personas For Your Online AudienceIt is important to understand the profile of your website’s target audience to maximise its effectiveness as a communication tool. The most effective way of getting to grips with your potential users is through web personas. Your target audience are people that currently, or potentially will, buy your products and services via your website. By…
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How to increase customer lifetime value
Read more: How to increase customer lifetime valueHere are some of our recommendations for building a better customer experience and increasing customer lifetime value. Customer lifetime value: Acquisition vs retention We know it’s cheaper to retain existing customers than acquire new ones. However, despite the fact that the probability of selling to an existing customer is 60-70% compared to 5-20% with a…
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What’s the Value of Gauging Customer Experience?
Read more: What’s the Value of Gauging Customer Experience?86% of buyers are willing to pay more for a great customer experience. Even more than businesses need customers, they need happy customers. Generally, a good customer experience, or ‘CX’, leads to high customer satisfaction, and satisfaction can be directly equated to loyalty. Deliver great customer experience and you can expect your customers to stay…
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The Four Competitors You Might Be Missing
Read more: The Four Competitors You Might Be MissingThink you know what a competitor is? You may know your Twinings tea from your PG Tips, but there are some competitors that are operating under your radar, so let’s see how well you know your competitors… Competitors might seem to be a bad thing, undermining your company and unhelpfully offering your customers an alternative…
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Planning a Research Project
Read more: Planning a Research ProjectGaining meaningful insight into your market, and the experiences of customers, provides direction for future business strategies. Feedback from your customers helps to identify pain points that need addressing and may provide you with recommendations about solving them. However, extracting useful information can be difficult as it is easy to lose focus and ask questions…
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The Value of Customer Research & Insight
Read more: The Value of Customer Research & InsightWhat is the value of customer research and insight? Often for an established business, it is all too easy to fall into the trap of continuing to offer the same products and services based upon existing assumptions. Whilst you may have been successful to date, markets are moving with increasing speed and as such you…
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What Makes A Good Researcher?
Read more: What Makes A Good Researcher?Research is a vital part of any project, whether you are wanting to look at customer insight or test a hypothesis. Here at Mackman, clients and colleagues frequently ask – what makes a good researcher? So we thought we’d sum up some of the qualities we believe make up a great researcher… Investigative From telephone…
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Bench mark customer survey results for Specflue
Read more: Bench mark customer survey results for SpecflueThe Mackman Research team is delighted to have delivered the year on year bench mark customer survey results to Specflue, this month. With offices in Suffolk, Devon and West Yorkshire, Specflue is one of the UK’s leading suppliers of flue, chimney and renewable heat products, supplying the UK market since 1992. Specflue recognises the evolving…
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