CUSTOMER SATISFACTION NEWS
Customer Service Measurement Ltd
December 2009
Oakleigh Wood of Customer Service Measurement Ltd. hosted another successful event for the Bath & Bristol Marketing Network.
43 marketing professionals braved a cold December evening to network and gain insight from professional FMCG marketer Will Ghali, who has held key roles for Cobra Beer, Pepsico, Reckitt Benckiser, Nutricia and Unilever. Will shared knowledge and the thinking behind the strategy he applied to Cobra Beer to ready the brand for sale in 2009. The audience was treated to a master class, following a journey from vision to measurable sales. The level of detail shared, and the openness with which Will explained the process, techniques and tools used was an unexpected delight. Key learning included: 1. Identify your target consumer, 2. Understand your existing brand attributes, 3. Identify where your brand fits within the market space, 4. Take the right actions to expand your brand within the designated space.
Following the event, John Dabbs Product Marketing consultant said “I very much enjoyed learning about the techniques used to increase market share – the inflexion points on the graphs clearly showed where the marketing initiatives had been cut-in and were successful. Please add me to the mailing list, I would like to attend further events in Bath/Bristol.”
Coming speakers and topics include:
- Jan 14th – Secrets for successful marketing to the Grey Market
If you would like to attend future events, please contact Oakleigh on 0800 970 9940.
or register with the Bath & Bristol Marketing Network
October 2009
Global Reach
Of the 163 countries on planet Earth, CSM confirm research activities across 64. Managing Director Oakleigh Wood reflected, “it’s amazing how one project grows to two and before you know it seven years have passed, and you are delivering insight from SWITZERLAND to PUERTO RICO for global clients.
CSM is keen to help organisations understand what their customers’ need, want and Love… locally, nationally and internationally.
Call a real person at CSM to discuss your challenge and start making a difference right now 0800 970 9940.
New Clients
Three new clients sign up for InsightMonitor, the online real-time customer experience dashboard. CSM welcomes:
Safran Office Supplies
MD Sanjeev Bakrania said:
As an office product supplier with large online sales, customer service is key to our success and the benefit we deliver to our customers. InsightMonitor has already highlighted the experience of one customer, 8 miles from us, who urgently needed an ink jet cartridge, I found out they received it within 2 hours. Live feedback enabled me, the business owner, to see and praise my staff for the good things they do without me knowing.
Jovian Video Production
Tom Stanhope, Managing Director commented:
Whether our client is an SME, a TV channel or the NHS, we know that you are only as good as your last project. We are very excited to join the growing list of businesses using InsightMonitor to understand what our clients loved about our service and where we need to raise the bar.
Saturn Projects
Managing Director Simon Picard said:
As leading architecture designers and project managers, Saturn Projects needed a service to capture unbiased, truthful client feedback. This ensures senior management understand our clients experience as part of our ISO9001 commitment. InsightMonitor will deliver this "real-time", confirming we hit project miles stones and other KPI's, critical to our clients projects.
Diary Date
8th October 2009
Oakleigh will host the October Bath & Bristol Marketing Network event in Bristol.
Come to our next marketing event in Bristol and hear Will Griffith of SmartFocus talk about how data for online is changing our world. The first Marketing Network in Bristol was a great success, lots of networking, lively banter and a very stimulating talk by Robert Craven. Hope you can come to this event. it promises to be just as valuable.
As well as a diverse and interesting crowd of local marketing professionals our speaker on the 8th October will be Will Griffith, Sales Director of Smart Focus who will talk about changing data in the world of digital marketing. This will be of relevance to those who know a little, or a lot, about online marketing but want to understand what is on the horizon and to get practical ideas to lift their own projects.
Will has worked in the online data and web analytics worlds for over 12 years with clients that have included William Hill, AXA, Chelsea FC and many others.
- Thursday 8th October starting at 5.30 'til 8.30
- In Jack's Bar and Brasserie, Bristol Harbourside, 1 Hannover Quay, Bristol BS1 5JE. 0117 9453990
Starting in the ground floor bar at 5.30pm
Join the FREE Linked In group Bath & Bristol Marketing Network and attend by register here.
September 2009
CSM Helps Young Entrepreneurs
MD Oakleigh Wood gives time and expertise to help young entrepreneurs launch business ideas, as part of Bristol City College's Dragon's Den.
The event is managed by The Working Knowledge Group, James Lott, Director said: City of Bristol College Students have been working hard preparing some great business ideas, they are excited about the opportunity and will put lots of energy into their pitches. Students expect a ‘heavy dose of reality’ to really make their ideas fly.
CSM win national tender to deliver the annual All Member Survey for The Chartered Institute of Marketing (CIM). CIM wish to consult their global membership base, CSM are proud to be chosen as the agency to deliver this level of insight.
New Team Member
JD Glover joins CSM to develop operational management and lead client implementation projects. JD is a dynamic and experienced executive with over 28 years of corporate experience, developing and managing operations in the IT solutions and and healthcare sectors.
With significant international experience, JD thrives on delivering tangible results, profitable growth, and operational improvements in the customer experience space.
August 2009
CSM appointed to deliver Member Insight Survey for BASDA the Business Application Software Developers Association, whose members include Sage Group plc, Oracle Corporation UK Ltd, KPMG LLP (UK) and Microsoft to name a few.
July 2009
CSM deliver insight report for ELSPA the UK video game industry association. The research compared HR practices across the sector, against other creative sectors, highlighting the key needs of members.
Following results, Michael Rawlinson, ELSPA Director General said:
"CSM have delivered recommendations that move insight into actionable solutions, helping us identify opportunities for ELSPA that deliver real benefits to our members."
June 2009
CSM complete project for Cardiff University, after Dr. Karen Anne Parkhill of Cardiff University - Department of Psychology said:
"Having used you previously, your quote, although not the cheapest represented good value for money, we chose you over three other bidders, due to the anticipated quality of your work - something which you achieved fully. Thank you again for a job well done. I will be recommending you to other professionals within Cardiff University."
May 2009
Following their 2009 client review, Sinead O'Connor - Marketing Manager for Harmsen Group said:
"Thank you for a great project. You helped us develop a brief, than actioned research that met our unique needs. You asked me to think about the business benefits to Harmsen Group, on reflection initial benefits include:
- Knowing exactly what our clients need, enabling us to focus on what is important.
- You linked clients to specific service offers, which are now warm leads in our pipeline.
- The survey was also an effective way to capture client testimonials, which we will use in future marketing.
There are other benefits, but the above highlighted the value for money this project delivered. Thank you."
January 2009
iSOFT instruct CSM to engage with key hospital clients across their NHS and Private Health Care portfolio.
January 2009
Happy New Year!
CSM's charity of choice for 2009 is Caudwell Children a national charity, that raises money locally, to distribute to local children in need. Why this charity? We were impressed with the professional approach and organisational structure. John Caudwell underwrites all administration costs, enabling 100% of funds given to reach those in need.
December 2008
HR DEPT appoint CSM for a fourth consecutive year to deliver their customer research.
December 2008
Direct Mail Association (DMA), Chartered Institute of Public Relations (CIPR) and Bristol Media, appoint CSM to report on the business benefits delivered through THE BRISTOL MARKETING FORUM. A first time initiative for Bristol, the event facilitated new introductions, stimulating new business between Marketing Agencies and Clients.
November 2008
Parcel delivery company Courier Direct engage CSM to independently engage with their business customers. Over 50% of customers respond to research, with a number taking the opportunity to introduce Courier Direct to other businesses they know.
October 2008
Airbus appoint CSM as independent researchers for internal project.
September 2008
Bristol accountants Jeremy Floyd Associates engaged CSM for their yearly customer survey. Following the results founder Jeremy Floyd said,
"I would like to thank you for the excellent customer research survey you have recently performed for my business, Jeremy Floyd Associates.
Like many small business owners I was a little cautious about how useful a survey could be, and how effortlessly the process would be carried out. I was a typical skeptic, believing it would probably only tell me what I already knew about the way customers saw my business, and I suspected it would take up a huge amount of my time to implement.
I was wrong on both counts. I had to spend very little time in gathering the basic customer contact information for you and you did the rest. Your method of communication to the customers must have been slick and very friendly as the customer response rate was huge compared with industry norms.
The research output was clear and concise and just what I wanted. Your results provided me with valuable insights into the extent to which services provided by my firm matched the expectations and requirements of customers. As an added bonus I received a number of referrals that customers were invited to volunteer as part of the survey process.
Thank you again for a job well done. I would not hesitate to recommend your Survey in a Tick to business colleagues." Jeremy Floyd
August 2008
Customer Satisfaction and fun was guaranteed with a high profile launch of the Budgens customer survey. A giant chicken flew in to support the launch, causing customer laughter and smiles. A Trolley Dash was offered as a prize draw to increase the response rate - and inject an element to fun...
July 2008
Customer Satisfaction Innovation Awards – Customer Service Measurement Ltd. sat on the judging panel for the 2008 National Customer Service Awards (http://www.customerserviceawards.com). Categories judged include: The SOCAP Award for Innovation in Customer Service and The WOW! Award.
MD Oakleigh Wood said: “the quality of entries was excellent, each 15 minute presentation highlighted a great innovation or WOW element. These organisations are pulling out all the stops to deliver excellent service for their customers, which leads to increased customer loyalty”.
CSM would like to wish all the finalists the best of luck, they include: DPD,
Lloyd's TSB Telephone Banking, Macdonald Hotels & Resorts, The True Lovers Knot, Haringey Council, Legoland Windsor Park, The Jewelery Channel and The Mortgage Broker.
June 2008
Following new CSM product launch - SURVEY IN A TICK - 11 new organisations sign up with CSM. This is a value for money, benchmark programme aligned to SME's, which have a service element to their offering.
It enables an SME to:
- Capture referrals from existing customers, this means the programme generates new leads, which means you have the benefits of research, plus the additional benefit of new sales in one programme. This means research is no longer just a cost, it generates revenue.
- Independently engage with their customers, so the customer can give feedback without risking the business relationship, which means true and honest feedback. Which means the SME can take the right development action.
- Obtain specific performance results for their business, which means they know which areas are over performing and which are under performing. This means the SME can target the right areas for development - management by exception.
- See how their customers rate their performance against other SME's, via the benchmark facility. In the modern market Customer Service is a differentiator, it's very useful to see how your customers compare you against other organisations.
Prices start from £45.00 + VAT per month.
Call 0800 970 9940 if you would like to know more.
May 2008
Budgens the convenience stores sign up for a dual market analysis:
1. Existing Customers - What do existing customers Need, Want and Love
2. Prospects - What do consumers living local to store Need, Want, Love.