Mary-Anne Rankin
Mary-Anne is all about the customer experience, advising on how to attract and keep more customers. The trouble is that you have to find out whether some people are unable to become a customer because of barriers in service delivery or product design.
- Customer service
- Consumer insights
- Inclusive design
This is where Mary-Anne comes in, testing the disabled customer journey from start to finish, looking at how these are accessed using the web, call centres, retail outlets and printed literature and the areas of employee, customer and supplier awareness. Oh yes, and she also looks at the concept design and procurement stages too – getting it right at the beginning is cost effective – it can be hugely expensive to bolt on accessible features and ‘bang’ go your profits.
Most mainstream research companies haven’t a clue about how to engage with disabled customers. Mary-Anne knows how to do this and has an expert panel of over 100 older and disabled people who she regularly engages in research methods including mystery shopping, web testing, consumer insight or product design workshops.
Understanding the issues faced by older and disabled customers is critical. Mary-Anne’s research findings, the invaluable insights of these customers, and the ‘aha’ moments give business the robust evidence they need on their current performance and improvements that need to be made in order to gain a competitive advantage.
So it’s a no-brainer really, Mary-Anne and her team can help to ensure that products services are accessible to, and usable by, as many people as reasonably possible.
