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    Are your customers consistently happy with your service?

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    Do you know how your service levels compare against the competition?

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    Is your sales team really engaging with your potential customers?

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    Do you have consumer insights that your competitors don’t?

  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).

  Our Research Programmes

  We develop our programmes in a customised way, and our research work covers four areas:

  • 1.

    Mystery Shopping Programmes

  • 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:

  • • •

      Mystery Diner (for F&B / restaurants / hotels)

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      Mystery Shopping (for luxury and consumer retail stores)

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      Mystery Guest (for hotels / hospitality)

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      Mystery Customer (for retail banks)

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      Mystery Massage (for spa / health / beauty)

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      Mystery Driver (for car rental businesses)

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      Integrity checking

  • 2.

    Customer Engagement Research

  • These studies record both objective and subjective parameters in order to measure the levels of engagement your sales team is achieving with potential customers.

  • 3.

    Customer Satisfaction Survey

  • 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.

  • 4.

    Benchmarking Studies

  • We design studies to collect industry data and provide the answer to the age old question ‘but how do I compare to my competitors’?

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    Is your customer experience aligned with your brand?

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    Are your staff engaged in their work and working well as a team?

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    How can you be better than the competition and be distinctive?

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    Is your brand ‘remarkable’? Are your customers doing your advertising for you?

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.

Consulting Methodology

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.

Our Consulting Programmes

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.

• • •

    Are your front-line staff trained to deliver the service your customers expect?

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    Is your team recognising and maximising all revenue opportunities?

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    Are your managers overseeing and directing the front-line team as they should?

  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.

  Training Methodology

  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.

  Our Training Programmes

  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:

  • 1.

    Service, Sales & Soft Skills training

  • 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.

  • 2.

    Leadership & Management training

  • 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.