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Marketing News: Boots Opticians expands customer care measure programme
Boots Opticians is expanding its Customer Care Measure (CCM) programme with Empathica, a customer experience management expert, across the newly merged business with Dollond & Aitchison (D&A). The CCM programme will provide valuable customer feedback that aims to help Boots Opticians to further improve its customer service offering across the whole business.
D&A, founded in 1750, merged with Boots Opticians in May 2009. Boots Opticians has utilised Empathica's unique customer experience measurement programme for over 18 months and, following a successful trial, the decision has been taken to expand the programme.
Empathica's customer experience management programme will work by inviting a random selection of customers to give feedback on key elements of the customer journey, for example: the store environment, speed of service, how friendly and helpful the staff are, whether customers felt they were offered good value for money and whether they enjoyed their shopping experience.
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Marketing News: The Loyalty Practice : Women are twice as loyal to their favourite fashion brand as men.
23% of Brits consider themselves a bit less or much less loyal to brands, versus 9% who consider themselves much more or slightly more loyal, according to a new survey commissioned by The Loyalty Practice at HS&P.
The survey was conducted by fast. MAP Consumer Voice Panel in August, to identify trends in consumer buying behaviour, and quizzed Brits on how their loyalty has changed, if at all, over the last 12 months.
The study also revealed that there is almost no loyalty within the travel sector, which received only 3% of votes, compared to supermarkets, which 33% of respondents said were the outlets they were most loyal to. Other findings include:
When it comes to age, over 60's are unlikely to switch banks, where as younger generations put stronger emphasis on their favourite phone or internet provider.
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Marketing News: One in three consumers are looking for promotional offers more than they were a year ago
Promotional responsiveness of shoppers highlights how the recession is tightening its grip across all social classes-
Key findings:
• One in three consumers are looking for promotional offers more than they were a year ago
• 77% say they have used a coupon for supermarket shopping
• 34% of AB shoppers are stocking up on products on promotion
• 29% of AB shoppers buy more store branded goods rather than mainstream brands
• 15% of AB consumers are shopping at discount supermarkets
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