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Tag Archives: customer
Customer Intercepts – Ask the Right Questions and Thrive
Could the Customers Who DON’T Buy Be the Key to Success? We’re used to asking for feedback from shoppers. Most retailers focus their data gathering on customers who’ve made a purchase. Surveys on the sales receipt, in the shopping bag or on your website and email follow up are commonly recognized and effective tools. It’s important to know what your customers think and get a critical understanding of their observations and experience of your stores, your merchandise and employees. Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, business, consumer interviews, conversion rate, customer, customer conversion, Customer Experience, Customer Intercepts, customer interviews, customer research, Customer Satisfaction, customers, data gathering, focus groups, icc/decision services, intercept, online shopping, retail store, shopper behavior, shopper insights, shopper intercepts, shopping
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A Modern Day Customer Service Parable
Too often you hear stories about people’s customer service nightmares and commiserate with them as you talk of similar experiences. The Virgin Group founder Richard Branson recently shared a story about customer service himself, but the story ended with a satisfied customer and not a disgruntled one. Continue reading
Are Your Store’s Policies Hurting Sales?
Customers frequently complain about overly rigid store policies, especially when it comes to returns. Store policies were cited by nearly 10 percent of those surveyed, with most grumbling over returns policies. Many stores formerly offered lax return policies, teaching customers … Continue reading
