HMV appoints agency to form customer care programme

HMV has appointed customer experience specialist Retail Eyes to create a bespoke customer experience insight programme.

Retail Eyes, which specialises in the retail, leisure and hospitality sector, will devise an experience programme comprising of fortnightly mystery shopping visits, exit interviews and online customer satisfaction surveys.

Retail Eyes will be assessing all aspects of customer experience, including speed of service and staff awareness of promotions and offers.
HMV will be able to assess the results of the programme in real time. These can then used to help staff share best practices and identify where opportunities exist for them to share their passion and knowledge with customers.

HMV chief executive Simon Fox recently ruled himself out of the running to be the new chief executive of ITV.

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