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Tag Archives: Customer Experience
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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Creating and Sustaining Interest in Mystery Shopping
There are many factors that work together to make a mystery shopping program successful. However, no matter how much support your program receives from management, it will not be sustainable, consistent and successful without the full participation of your frontline … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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Being Proactive
So how do the greatest service organizations reprioritize their corporate culture by making just one simple change? They shift their focus from being reactive to being proactive. Rather than waiting for problems to happen, and then fixing them, they look … Continue reading
There’s No Return for Unhappy Customers
Outdated policies and unhappy frontline staff do not create a good customer experience. Customers who purchase items from your store expect to be able to return those same items. And they want to be treated with respect. Many stores still … Continue reading
The 4 Myths of Mystery Shopping
Mystery shopping programs are an excellent way to measure frontline staff performance, recognize those who are providing stellar customer service and uncover potential services issues that need improvement before they become big headaches. However, a mystery shopping program can be … Continue reading
Publix: A customer service success story
Putting customer experience first in your business is a mindset. Companies with the best customer service are ones who make it a core of their operation, not just a motto on the break-room door. Wall Street Journal had an article … Continue reading
Mystery Shopping Market Size
The MSPA (Mystery Shopping Providers Association) commissioned a study in 2005 to quantify the mystery shopping market. The study conservatively estimated the U.S mystery shopping industry at $600 million and growing (The MSPA now estimates the number to be closer … Continue reading
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Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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What a Customer Experience Management Companies Can Do For You
One of the reasons mystery shopping has gotten a bad rap is because of mystery shopping providers who simply don’t provide programs that speak to the total customer experience.
Customer Experience: Implementing Change
Since the beginning of this year, we have watched consumer shopping behaviors change. Measuring and collecting consumer in sight allows retailers and brands to make strategic changes with the changing trends. Case #1: Wal-Mart’s Brand Initiative. Wal-Mart spent a great … Continue reading
Is Airline Customer Service Dead?
Anyone who has flown on commercial airline in the past decade has witnessed tremendous changes. The changes have directly impacted the customer experience. Air travel was once regarded as a luxury affair. An experience which left an impression of adventure, … Continue reading
