We here at Highmore PR have always loved watching Mary Portas since she has appeared on out screens.  Mary is a retail expert who specialises in brand communication.  She founded Yellowdoor, a shopper marketing agency offering a number of services including:

• advertising
• branding
• retail strategy
• communication

Her latest TV series, Secret Shopper focuses on customer service, or lack of, that we the British public receive nowadays.  This is a subject that is very close to my heart, and I must say it is also something that I have wanted to tackle for a long time.  Sadly I was beaten to the punch by Mary, but I couldn’t think of anyone better to take on the challenge other than us.

Mary has so far been able to convince top retail CEO’s to take a good look at their company which often they have had no real involvement with their staff and offer them a vision.  After some resistance mainly due to ego, this vision is implemented and straight away business and profits are up.  Most importantly customer satisfaction increases by at least 80%.

We really recommend all business owners watch Mary’s series and learn from a lot of the lessons, principles and tips which you can take on board to increase your customers experience.  We here at Highmore PR agree with Mary’s ethic and advise our clients in much the same way as part of out business development plan.

You can watch, channel 4, Wednesdays at 9pm and catch up with previous episodes here:

http://www.channel4.com/programmes/mary-portas-secret-shopper/4od#3155506