Leading Customer Intelligence and Marketing Agency Modifies Structure for Better Customer Service
(Longwood, FL September 25, 2013) Shoppers’ Critique International, one of America’s largest and oldest customer intelligence agencies, announces the restructure of its core business operations to provide better consultative services to its vast national and international client base.
In a slow phase-in, Project Managers will become the primary contact for all clients except for Internet shops and phone shops in lieu of the current structure of Account Supervisors. The differences in the new model is that Project Managers will not be burdened with editing, publishing and other paperwork so they may spend more time studying industry and market trends in order to provide a higher level of context to client data, and so they may serve in a role more akin to an industry consultant, in addition to being the clients’ ambassador at the SCI corporate headquarters.
Our industry historically sells product, explained Shoppers’ Critique International’s Chief Operating Office, Rich Bradley. Since I came to SCI over three years ago we have been assessing and recommending solutions, and not simply hawking wares. This is the next evolution in providing the highest level of customer service available in the fields of customer intelligence, market research and mystery shopping.
In the past Account Supervisors were also tasked with tactical duties, including the editing and publishing of client data and evaluations. These duties will now be assigned to wordsmith professionals who will work exclusively on these functions. The new Project Managers are then freed up to study industry trends and trades, attend conferences, conduct periodic reviews of client services and data indicators, and work more collaboratively to help clients maximize their research investments, focus on competitor and industry trends, and interpret data and baselines in a productive manner to maximize efficiencies and grow the bottom line.
So now we aren’t just servicing what the client requested, but we are knee-deep in their world in order to provide maximum context for the data that they receive, as well as counsel them on how to maintain a competitive edge in their industry based on the customer intelligence that we mine for them, and relative to their industry in general, continued Bradley.
Cricket Truax, a long-time veteran of Shoppers’ Critique International, and recent SCI addition, Leslie Allen, are the first two Project Managers assigned to launch the new program, which shall rollout through the end of 3rd quarter and early 4th quarter 2013.
About Shoppers’ Critique International
Shoppers’ Critique International is one of America’s largest and oldest customer intelligence companies. Based in suburban Orlando, Florida since 1972, the customer service capital of the world, SCI has developed a legacy of providing the nation’s top corporations with reliable and insightful measurement metrics, analysis and assessment and re-directional training across dozens of industries. A charter member of the Mystery Shopping Providers Association, Shoppers’ Critique captures the customer experience for its clients, delivering the highest quality, most credible information in a timely manner, as well as actionable solutions to maximize customer retention and revenue growth, providing an unparalleled return on investment.