My roughly four year old flatscreen TV (37LC2D) seems to be dying.
On switching it on I was greeted by the sound of automatic gunfire. After a few seconds it would revert to normal. A few days later whilst watching a programme, a faint rustling sound could be heard, and then yesterday the screen would turn blank and all sound would disappear.
Now, if you have tried finding a TV repair man recently you will know that there are very few around. When you do get to talk to one, they will blame the TV manufacturers for wanting to build and design TV's that collapse minutes after the warranty has expired, and make finding spare parts very difficult. Clearly manufacturers want consumers to buy more TV's. No shock there.
I was however hoping for a better response from my TV manufacturer, LG.
Let me just explain that part of my work involves gauging how tech brands sell their products instore. If you watched the Secret Shopper programme on Channel 4, you will recall that she went into stores wearing a hidden body worn camera to record the customer experience. Thats what we do.
So, when my TV started playing up, I thought here is an ideal opportunity to see how LG reacts to a real life customer (me) having a product of theirs which is kaput. I got myself noticed by them on a social networking site, and even responded to. They said customer services would contact me. Wrong! Complete silence.
So, now I am giving the opportunity to other manufacturers to sell me a TV. I will visit a number of high street stores to gauge the level of customer service, staff availability and product knowledge and buy a nice new flatscreen television.
I will consider the top Brands: Sony, Panasonic and Samsung.
Who will not only win my business, but also get to see what its actually like to be a customer and test their instore retail training?
info@astoncovert.com
Showing posts with label channel 4. Show all posts
Showing posts with label channel 4. Show all posts
Thursday, 19 May 2011
Wednesday, 9 February 2011
Tech brands and the customer experience
Attention tech brands such as: LG, Nokia, Samsung, Motorola, Panasonic, Sony, Toshiba, Vodafone, Sharp, Philips, T-Mobile, Nikon, HTC and HP etc
How many marketing people out there have seen the Mary Portas Secret Shopper programme on Channel 4?
And how many millions of pounds do you spend getting your latest TV or mobile phone onto the market?
And who amongst you has considered how your product is actually sold to your customer?
You may well have put training schemes in place for your retailers, but are they actually following it, or as we have seen from the secret instore footage: giving terrible customer service and pushing the wrong product?
By using our expertise and technology, we can enter the stores and covertly film the whole buying experience.
You give us a brief and a scenario and we act it out for you...for real.
How is your Brand spoken of instore?
Is the salesman trying to upsell?
Does he demonstrate a clear knowledge of the product and its advantages?
This information can then be fed back to your company (rather than shown on TV) so you can adapt the training and marketing accordingly.
The end result is a happier and larger customer base, which has to lead to increased profits.
You all say that the 'Customer Experience is paramount', well lets see who is prepared to really do something to prove it.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
How many marketing people out there have seen the Mary Portas Secret Shopper programme on Channel 4?
And how many millions of pounds do you spend getting your latest TV or mobile phone onto the market?
And who amongst you has considered how your product is actually sold to your customer?
You may well have put training schemes in place for your retailers, but are they actually following it, or as we have seen from the secret instore footage: giving terrible customer service and pushing the wrong product?
By using our expertise and technology, we can enter the stores and covertly film the whole buying experience.
You give us a brief and a scenario and we act it out for you...for real.
How is your Brand spoken of instore?
Is the salesman trying to upsell?
Does he demonstrate a clear knowledge of the product and its advantages?
This information can then be fed back to your company (rather than shown on TV) so you can adapt the training and marketing accordingly.
The end result is a happier and larger customer base, which has to lead to increased profits.
You all say that the 'Customer Experience is paramount', well lets see who is prepared to really do something to prove it.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
Tuesday, 1 February 2011
Mary Portas: Secret Shopper
I somehow missed the first show, about the retail fashion stores, but watched the sofa show with interest. As you know, part of my work is to carry out exactly those projects to see what its actually like to be a customer. My clients are usually either tech brands or car manufacturers/dealerships.
It came as no surprise to me to hear that all the brands mentioned claimed that the customer experience was paramount, but it was plain to see that in reality they are not prepared to invest in proper training or even the kind of business intelligence (mystery shopping) shown in the programme.
I use hidden, body worn cameras to find out what really happens, but the brands balk at paying for my equipment, time and expertise. They prefer to go for the least expensive route which means they can tick the box marked 'mystery shopping programme initiated' and continue giving terrible customer service and claiming that current staff training is adequate.
I wonder if that now they were named and shamed on television, whether they now regret those decisions. Anyone from DFS, SCS, Furniture Village etc want to comment..? Presumably they would have preferred to have been the only ones seeing the footage (as happens in our projects) and taking the necessary steps to put it right.
But will things change for consumers..? Only when we complain enough and demand better customer service, and ultimately boycott companies who are not upto scratch.
http://www.astoncovert.com/
It came as no surprise to me to hear that all the brands mentioned claimed that the customer experience was paramount, but it was plain to see that in reality they are not prepared to invest in proper training or even the kind of business intelligence (mystery shopping) shown in the programme.
I use hidden, body worn cameras to find out what really happens, but the brands balk at paying for my equipment, time and expertise. They prefer to go for the least expensive route which means they can tick the box marked 'mystery shopping programme initiated' and continue giving terrible customer service and claiming that current staff training is adequate.
I wonder if that now they were named and shamed on television, whether they now regret those decisions. Anyone from DFS, SCS, Furniture Village etc want to comment..? Presumably they would have preferred to have been the only ones seeing the footage (as happens in our projects) and taking the necessary steps to put it right.
But will things change for consumers..? Only when we complain enough and demand better customer service, and ultimately boycott companies who are not upto scratch.
http://www.astoncovert.com/
Wednesday, 19 January 2011
Mary Portas : Secret Shopper
Channel4 are showing a series on Customer Service beginning tonight (Jan 19th, 9pm) with Queen of Shops, Mary Portas.
Hopefully the use of hidden cameras in store will highlight to retail bosses just how poor their customer service is.
We have been using the technology (covert, body worn cameras) for many years to show what really happens when a customer visits a store.
We have worked with major retailers, shopping centres, coffee shops and car dealerships.
Mostly it is with technology brands who want to see how their products are being sold in store, and if the staff training is being used properly.
We approach a member of instore sales staff, pretend to be buying (a new TV for instance,) and see what they say about certain brands and which they ultimately recommend.
By covertly recording the whole store visit and interaction with staff, the bosses in Head Office can see what its really like to be a customer.
The principal in fashion stores is just the same.
Customers deserve to be shown respect by store staff, who have to realise how their actions are interpreted by customers.
In these tough economic times, you might assume that stores make customer service their top priority, but apparently not.
Many say that it is their highest priority, but when it comes to investing in the research, training and education programmes needed, suddenly other priorities arise.
The stores who do invest in this will be the first out of recession, and will force the others to play catch up.
So hopefully Channel 4 and Mary Portas will help all shoppers get the customer service they demand.
I for one, will be watching with eager anticipation.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
Hopefully the use of hidden cameras in store will highlight to retail bosses just how poor their customer service is.
We have been using the technology (covert, body worn cameras) for many years to show what really happens when a customer visits a store.
We have worked with major retailers, shopping centres, coffee shops and car dealerships.
Mostly it is with technology brands who want to see how their products are being sold in store, and if the staff training is being used properly.
We approach a member of instore sales staff, pretend to be buying (a new TV for instance,) and see what they say about certain brands and which they ultimately recommend.
By covertly recording the whole store visit and interaction with staff, the bosses in Head Office can see what its really like to be a customer.
The principal in fashion stores is just the same.
Customers deserve to be shown respect by store staff, who have to realise how their actions are interpreted by customers.
In these tough economic times, you might assume that stores make customer service their top priority, but apparently not.
Many say that it is their highest priority, but when it comes to investing in the research, training and education programmes needed, suddenly other priorities arise.
The stores who do invest in this will be the first out of recession, and will force the others to play catch up.
So hopefully Channel 4 and Mary Portas will help all shoppers get the customer service they demand.
I for one, will be watching with eager anticipation.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
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