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Tag Archives: Customer Experience
Customer Experience: The Art of Sales
One of the aspects of you customer’s experience is the sales approach used by personnel. Not all sales techniques improve the customer experience. Some may even negate the efforts to improve customer experience. The use of suggestive selling was highlighted … Continue reading
Denny’s Customer Experience Insight
As retailers and brands, we focus on building positive customer experience programs. Why? Great customer experience is the hear of our organization. Mediaweek had a great interview with Mark Chmiel, executive vp, cheif marketing and concept officer for Denny’s. In … Continue reading
Health Care Beware: Your Patients May Be Examining You
For those of you who are health care professionals, the ebb and flow of patients is just part of a typical workday in health care. Today, however, your “˜patient’ is just as likely to be a mystery shopper, sent to … Continue reading
IVR Versus Mystery Shopping
A comprehensive mystery shopping program uses a combination of components that work synergistically to develop the vital data store managers need to effect change. One of those components is IVR (interactive voice response). Unfortunately, some IVR vendors have chosen to … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, IVR, mspa, Mystery Shopping, secret shopper
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Customer Experience: Long-Term customer appeal
The retail industry is taking a harder look improving their customer experience programs. BNet.com published the American Consumer Satisfaction Index findings from the fourth quarter, to which it appears consumers are having better shopping experiences. The ACSI report also revealed … Continue reading
Brand Wars: Name brands versus private label.
It’s a battle of who can provide the best customer experience with the lowest price. Name brands can use coupon and in-store promotions to reach consumers. Simultaneously, store and generic brands can offer competitive lower prices to attract consumers away from name brands. Continue reading
Competitive Audits
Further proof that the scope and advantage of mystery shopper programs extends well beyond that of a perfunctory customer service evaluation is their effectiveness as a tool for conducting competitive audits – and for building a body of competitive intelligence … Continue reading
Posted in Blog
Tagged competitive audits, Customer Experience, icc/decision services, Mystery Shopping
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Employee Satisfaction = a Good Customer Experience
Ever have a boss you loved to hate? You’d bite your lip when he or she spoke, afraid you might say what you were really thinking. If so, you already understand how employee satisfaction equals the customer experience. Not long … Continue reading
Combining Mystery Shopping with Customer Opinions for the Best Data
As we’ve talked about before, the best users of mystery shopping programs offer additional methods to capture data that can be used to make necessary improvements. The reason why these different strategies work together to create such a comprehensive program … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, ivr/web surveys, Mystery Shopping
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