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Tag Archives: customer experience management
Retail Benchmarks Holiday Season 2010 – Office Supply Category
While our Mystery Shoppers rated them fairly high on service, they rated them low on making sales. Employees are friendly and helpful, but they don’t do well when it comes to suggesting what else customers might buy or pointing out items on sale or potential discounts. Continue reading
Mystery Shopping – a Real Value or a Real Bust?
When done right, Mystery Shopping is a tremendous asset for retailers. Results can be used right away to improve the customer experience and to motivate employees, optimize resources and improve operations in every way. Continue reading
Posted in Blog, Customer Experience
Tagged Customer Experience, customer experience management, Customer Service, electronic commerce, icc, marketing, motivating employees, mspa, mystery shopper, Mystery Shopping, mystery shopping programs, mystery shopping providers association, mystery shops, online shopping, real value, retailer, retailers, retailing, secret shopper, secret shopping, shopping, supermarket, virtual guest
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Five Mistakes Companies Make When Choosing a Mystery Shopping Provider
Choosing a Mystery Shopping Provider can seem like a daunting task. There are many to choose from who all seem to offer more or less the same services. What are the best criteria to use when making your choice? Are there specific points to consider? Of course there are. Here are the top five mistakes many companies make when choosing a provider. Continue reading
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
Mystery Solved…If mystery shopping is so useful, why do retailers dislike it so much?
Mystery shopping is not a bad tool?it’s a tool that’s (all too often) used badly. There’s so much frustration out there resulting from poorly designed, badly maintained mystery shopping programs that the lousy reputation is no mystery at all. Continue reading
Posted in Blog
Tagged CEM, customer experience management, icc/decision services, Mystery Shopping
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Not Just A Customer Service Tool
Optimizing your customers experience program should be considered a revenue source. You could categorize it as a customer service tool, but research shows satisfied customers impact sales. One of the best strategies is to look for way to improve sales, … Continue reading
Posted in Customer Experience
Tagged Customer Experience, customer experience management
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A TALE OF TWO BURGERS
No doubt you’ve had the experience of traveling along the highway with a rumbling stomach when, all of a sudden, there’s a billboard advertising a juicy, mouthwatering, cheesy hamburger, available within seconds at the fast food joint only one short … Continue reading
Posted in Blog
Tagged customer experience management, Customer Satisfaction, Mystery Shopping, secret shoppers
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Customers Frustrated With Mobile Buying Experience
Studies conducted by J.D. Power and Associates, mentioned in Marketing Daily, show that overall customer satisfaction with the wireless retail sales experiences has steadily decreased since 2006 and has reached its lowest level since 2005. Power’s measured overall customer satisfaction … Continue reading
Midpriced Retailers Want A Piece of The Luxury Market
Ann Taylor, J. Crew, and Gap are introducing luxury items to boost their profits. Banana Republic is launching a new upscale line called BR Monogram while J. Crew will start to offer limited-edition products such as a $3,000 jacket. How … Continue reading
Strategic Uses of Mystery Shopping
When considering all of the valuable ways to strategically use mystery shopping to build brand loyalty among your customer base, evaluating the effect of additional staffing on service levels and sales is the first thing to come to mind. Let’s … Continue reading
