The second edition of the Heroes and Villains research series by elephant communications is out this month.
The study explores consumer attitudes to 16 industry sectors they deal with and which they rate as good and bad on a range of topics. The new edition looks at a range of service and value issues including: face to face customer service, problem solving, admitting to making mistakes and offering simple, good value products.
The results suggest that brands can learn useful lessons from looking at what works well in other industry sectors, rather than looking for benchmarks within their own sector peer group. For more information contact firstname.lastname@example.org.