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Tag Archives: customer experience programs
Customer Experience Program: “Where Do I Begin?”
Through our blog and whitepapers we’ve discussed examples and methods on how to improve your customer experience but every program needs a starting point. Your starting point is typically with training and education. Jay Goltz for the New York Times … Continue reading
“What’s The Frequency”
One of the Most Frequently Asked Questions that I hear about setting up a mystery shopping program deals with, “What should the frequency be? Should we choose once a day, once a week, once a month, or once a quarter?” … Continue reading
Most Customer Satisfaction Surveys Aren’t Useful.
There is a Harvard Business Review article entitled “The One Number You Need to Grow”. In it, the HBR teases us with the following nugget: “If growth is what you’re after, you won’t learn much from complex measurements of customer … Continue reading
Measuring Progress is a Bottom Line Difference Maker
Clarifying employee expectations and creating reward and incentive schemes go hand in hand with increased sales. That’s what measuring company progress can do for you. But it’s “how” companies are deploying performance measurement programs that is changing the business landscape … Continue reading
L.L. Bean: Customer Experience Program Success
ICC/Decision Services worked directly with L.L. Bean to conduct surveys and metric reporting systems to aid the retailer in understanding the customer’s needs. L.L. Bean’s success is a combination of proactively seeking independent research and surveys focusing on the customer. Continue reading
Posted in Customer Experience
Tagged customer experience programs, L.L. Bean, Retail
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What Gets Measured, Gets Done
Good businesses are always measuring progress – – sometimes in the unlikeliest instances. Years ago, retail magnate Marshall Field was walking through the original store that bears his name in Chicago. In doing so, he overheard a clerk arguing with … Continue reading
Posted in Blog
Tagged customer experience programs, Mystery Shopping, shopper intercept surveys
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Measuring Up: There is No One Ruler in Gauging Customer Satisfaction
In businesses that are constantly trying to attract and keep a faithful clientele measuring customer satisfaction has become a barometer for success. Understanding a customer’s experience in a store””whether it is a service station, food market, clothing store, or bookseller– … Continue reading
