Our mystery shopping gives you the data to make crucial business decisions with confidence; our training gives your staff the customer engagement skills they need.
Service is a true differentiating factor, and to win repeat business and long-term revenue it’s crucial to deliver a perfect and consistent customer experience.
The success of any company or brand is dependent on a good reputation, positive word-of-mouth and a high level of customer engagement. Your people play a fundamental role in this so we help you to focus on those key moments when the customer interacts with your team and the company they represent.
We develop customised mystery shopping (or ‘secret shopping’) and training programmes that help you to raise your revenue and to manage your costs.
Our mystery shopping and customer research gives you the data and insights to make crucial business decisions with confidence. Our sales and customer service training gives your managers, service and sales teams the skills and confidence they need to engage with your customers and to keep them coming back.
We’re not limited to one discipline and we work with clients in different areas according to their needs. If it’s about customer experience, we can help.
Research — analysing and understanding what your customers want – and measuring how well you deliver on these insights.
To get from A to B you have to know where you’re starting from. Even the most detailed map won’t help if you don’t know where you are.
In just the same way, you can’t make practical plans for improvement without establishing your starting point. Only with a clear picture of where you and your customers are can you make meaningful plans for improvement.
Our clients need regular and accurate information in order to stay ahead. The data and analysis they get about their customers and their operations and sales gives them the insights required to make key decisions based on facts (not hunches).
We develop our programmes in a customised way, and our research work covers four areas:
Mystery shopping (or ‘secret shopping’) is a well-established research method for measuring your levels of service and customer experience.
Specific areas of research expertise include:
These studies record both objective and subjective parameters in order to measure the levels of engagement your sales team is achieving with potential customers.
We design studies and surveys to explore how your customers rate you, and to elicit suggestions for new ideas. We can help you decide exactly what to ask, and can collate and analyse the results for clients who don’t have the time themselves.
We design studies to collect industry data and provide the answer to the age old question ‘but how do I compare to my competitors’?
Consulting — exploring how your business can best deliver the customer experience that will build and define your brand.
Good service is about understanding and listening to your customer, anticipating and responding in a polite, attentive, timely way – and ensuring they receive what they need in line with their expectations.
Our consulting methodology combines our expertise across different service industries with our skills and experience in exploring and understanding our clients’ needs.
We take the knowledge gained from our research and training programmes – and we deliver innovative, creative and unique solutions.
Customer experience touches every part of the organisation. It’s not rocket science, but there is no silver bullet. Our client contacts are from diverse job functions (from HR and operations through to training and marketing) and in our experience buy-in at a senior level is required for substantial, lasting success.
At Minerva, we define customer experience as “the features and effects of a customer’s interaction with a brand and the people that represent it”. We give our clients the ideas and the means to ensure these features and effects are as positive, engaging and memorable as possible.
Training — providing your team with the service and English language skills they need to deliver the perfect customer experience.
Training is one of the most important investments that any business will make, yet many companies work with the dangerous mindset that it’s merely a nice-to-have. Investing in training is fundamental for ongoing and future success.
Our training methodology is interactive and hands-on. The trainees are expected to get involved and are encouraged to show initiative with guidance and coaching from our trainer. In this way they learn through understanding. To engage every trainee in the learning process we make strong use of practical examples and role-play scenarios, teaching them the value of taking an active role in the training.
We have developed our training material with a focus on the unique demands of our clients. Our training is delivered as intensively as required, and all of our trainers have relevant industry experience. Our programmes cover two areas:
Under our training sessions cover fundamental service principles including Upselling, Handling Complaints, Etiquette and Non-Verbal Communication & Body Language. The material can be delivered in Chinese or English and is covered during half-day or full-day sessions which can be standalone or part of a larger Programme.
Created for Managers of customer-facing teams our training modules cover topics including Leadership, Professionalism, Learning & Growth, Communication, Responsibility & Accountability, Personal Development and Time Management. These courses improve both the productivity of the individual trainee and are designed so these same trainees can transfer their new skills onwards to those they manage.
We start by taking each of our clients and their situation as unique. We listen to your needs and the challenges you face, we work with you to plan our approach, and then we deliver on the agreed objectives.
This personal touch is one of the reasons for the very high levels of repeat business we enjoy.