Studying the Customer

["Gordon Hall" <harehall@rsc.co.uk>]

I wonder if I could ask for some assistance

I am advising a company who have some 30-40 bookstores across the UK

I am facilitating an improvement team and one of the tasks they have set
themselves is to "study the customer" by inviting customers to a cheese and
wine evening, their intention is to lead the discussions in the context of
their book buying inclinations and then allow the guests to express their
thoughts.

The group are asking for advice on how to run this session and the type of
questions they should be asking.  I was wondering if anybody knew of any
articles or web sites that we might look to for advice

Gordon Hall
Harehall
Our aim is to facilitate the improvement of profit, morale and service.
Tel: 00 44 1358 721258   Fax: 00 44 1358 
e-mail: harehall@rsc.co.uk
Web: http://www.rsc.co.uk/harehall/
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