Monday 7 February 2011

How can Mary Portas : Secret Shopper help your practice?


As a business coach I often encourage my clients to become like magpies and ‘borrow’ I really good ideas from other industries and incorporate them into their own practice.

I have become a fan of Mary Portas and her new program Secret shopper on Channel 4, as I think that this show is a really good example of how you can build a really good practice using simple concepts borrowed from other market sectors.

http://www.channel4.com/programmes/mary-portas-secret-shopper/4od

Throughout this series Mary simple implements changes into high street stores that result in dramatic improvements in turn over and customer satisfaction. Mary often implements the same changes into vastly dissimilar businesses with the same results. Some of the trends I have noticed that Mary is capitalising on include;

ü Putting the customer wants first of all

ü Getting to know the customer and their lifestyle

ü Not telling the customer what they should have

ü Creating an environment that the customer feels welcome and comfortable

ü Identifying key target audiences and tailoring the offerings to them.

ü Displaying the full range of services in a tangible way

What have you noticed are the common themes in Mary’s programmes?

How can you incorporate them into your practice to achieve similar results of increased sales and customer satisfaction?

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