How organisations can best understand what their customers really need and want.
An interview with Andy Bull, Part 1.
In the first of a two-part interview, I’ll be talking to Andy Bull, a Co-Founder of MMU and a marketing executive with powerful insights into how organisations can best understand what their customers need and want. Andy has accumulated over 30 years’ experience in the marketing discipline, initially in FMCG roles, before moving on to developing and implementing marketing and sales initiatives across the leisure and hospitality sectors.
In this first episode, Andy discusses the importance of understanding why people are satisfied customers, what does it mean in terms of loyalty, recommendation and ultimately revenue?
Andy will also explore the importance of segmenting your customers – again focusing on needs and wants – while showing us how to map out the customer touch points and the impact these have on a customer’s overall experience with the brand.
Finally, we’ll explore the benefits of using both mystery shopper/diner and customer feedback mechanisms, as a way to gauge the quality and consistency of the service experiences you deliver.