HMV aims to top the charts for customer service
The customer experience programme will comprise fortnightly mystery shopping visits, exit interviews and online customer satisfaction surveys conducted by Retail Eyes, a provider of customer experience improvement programmes.The programme will cover all aspects of HMV's customers’ experience including speed of service, staff awareness of promotions and offers, and the overall in-store experience.
Jason Toy, Head of Central Operations at HMV, said: “At HMV we are fanatical about everything we do. Understanding our customers’ experiences and what we can do to improve them has never been more important. Retail Eyes has created a very exciting programme that will provide us with detailed insight in relation to our customers’ experiences and we are looking forward to working with the team at Retail Eyes over the coming months and years.”
Utilising Retail Eyes’ leading technology and innovative approaches, HMV will be able to assess the results of the programme in real time. This will help HMV staff to share best practices and identify where opportunities exist for HMV staff to share their passion and knowledge with customers to ensure they have the very best experience in their store.
Tim Ogle, Retail Eyes CEO, said: “We are delighted that HMV has asked Retail Eyes to help improve their customers’ experiences. Although these are tough times on the high street, HMV has once again shown their commitment to their customers by making this significant investment, to ensure customers not only get great value for money, but an exceptional experience to match. With their passionate and knowledgeable store teams, this programme will empower staff to ‘get closer’ to their customers.”
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