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Tag Archives: Customer Experience
Customer Feedback Surveys: What’s in it for Me?
The retail and restaurant industries are entirely service-based. As a result, it is imperative that businesses in these industries receive feedback in order to deliver what their customers want to remain successful. There is, however, one major roadblock. It is … Continue reading
Mystery Shopping Leads to Better Patient Care
Who said TV can’t teach us anything? If you watched Grey’s Anatomy over the past few seasons, then you were probably introduced to their “patient care” dummy, Stan, commanded by the chief in one episode. The goal was to deal … Continue reading
Improving the perception that retailers don’t care about customer service
Would it be a surprise to you if I said consumers are critical? Probably not – but you may be thinking “who, me?” According to the Walmart cashier that rang me out this evening, angry customers are available at a … Continue reading
The Secret Shopper Stigma Revealed by Affordable Care Act
Last Monday, the New York Times reported the Obama administration plans to use mystery shoppers to assess the state of doctor shortage in the United States. Two days after the story broke, the Department of Health and Human Services said … Continue reading
Defining Your Brand
Establishing your brand identity is essential – it is what tells customers who you are and it sets the ground for customer expectation. Mystery shopping can help you determine if you’re on the right track with the establishment of your … Continue reading
How a Mystery Shopping Service Can Transform Your Staff
There are some employers in the retail industry that see high staff turnaround. Often, this is because they hire young staff and don’t bother to invest in comprehensive training. They believe that their employees are dispensable – those that aren’t … Continue reading
Parking lot business
If the corner market is a microcosm of a bigbox retail store, then a parking lot is a petrie dish where the DNA of all business can be examined unencumbered by the trappings of normal corporate life. In the film, … Continue reading
Aligning the Expectations of Your Customers
If customers don’t know what to expect from a business, they’re also never going to be satisfied. Your goal should be to establish rules up front. Continue reading
Coupons & Promotions: Enhancing Customer Experience at the Cost of Your Business?
In order to be successful in any business, you’ve got to have limitations on just how far you’ll go for your customer. Earlier this week, we focused on how setting certain boundaries can actually improve customer experience. The same applies … Continue reading
Posted in Blog, Customer Experience
Tagged brand marketing, coupons, Customer Experience, discount shopping, Groupon, shopper marketing
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Demonstrating Why Boundaries Matter for Customer Experience
David Rich’s post this week talked on setting boundaries with the level of service you provide and it got me thinking about a few more points on the subject. One thing you’ll notice if you login to the Facebook page … Continue reading
