December 21, 2011 | Marketing Magazine UK
Article Excerpt:
Car and bicycle specialist Halfords is ditching its secret shoppers’ initiative in favour of a customer feedback scheme. The retailer opted for its customer feedback technology, provided by Empathica, after trialling it at the same time as a secret shopper trial. Once it has drawn together enough feedback, it will build incentives into store managers’ contracts in order to improve its customer service in line with its ‘That’s Helpful That’s Halfords’ positioning. read more »