In today's environment, customer service is one of THE key differentiators. Do you exceed expectations or merely meet them? Or worse, fall short of expectations? Some companies thrive on "going the extra mile", whilst some are just too complacent. Yet customer expectations are changing. Whether in the consumer or business to business sectors. Recognising both the expectations and the changes are half the battle. The rest is seizing the opportunity to engender true loyalty. Gough Mandarin focuses on giving you the feedback you need, to identify what are the key influences on loyalty, how you actually perform, whether on an ad-hoc basis, or whether tracking those service levels most sought after by customers.

 

We live in an information-hungry world - knowledge is power, or so they say. But sometimes you don't have the time, or the resources, to keep a close eye on how a market is changing. The end result is that you can miss opportunities. We can really help to identify emerging opportunities and determine the optimum routes to market.

What does your brand mean to your customers? And to your target customers? Is it in good shape for the future? Or does your brand mean different things to different people? What does your brand mean overseas? In today's increasingly competitive market, it is important to measure brand values and map your brand's real performance. This way, you can ensure that the messages that you WANT to communicate are the messages that are being received and understood. We use both qualitative and quantitative techniques to effectively measure brand equity and identify ways of improving brand performance.

All companies need to review their marketing from time to time. Whether it's reviewing the effectiveness of the whole marketing function, or analysing what your customers / prospective customers think of your marketing …the end result can make the difference between success and failure. Gough Mandarin tailors the approach to reflect the key parameters > time scale, budget, audience, likely impact. Then delivers information that identifies your REAL strengths and weaknesses.

 

Obtaining quality media coverage is essential for most companies and organisations / PR agencies are always looking for material that helps to give them an "edge". Surveys that are designed to gather interesting facts and figures, regional differences etc do create lots of opportunities for PR stories. They have been proven to not only raise the profile for particular companies, but also help to position those companies as "experts". Our expertise in communications research really helps to identify media opportunities that WORK!