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Tag Archives: customer research
Ignoring Results of Customer Research
Marketers generally distrust research and data. The same can be said for retail managers and owners. Data is gathered and then sometimes skewed to suit the manager’s notion of what is really going on in the store. Continue reading
Customer Intercepts – Ask the Right Questions and Thrive
Could the Customers Who DON’T Buy Be the Key to Success? We’re used to asking for feedback from shoppers. Most retailers focus their data gathering on customers who’ve made a purchase. Surveys on the sales receipt, in the shopping bag or on your website and email follow up are commonly recognized and effective tools. It’s important to know what your customers think and get a critical understanding of their observations and experience of your stores, your merchandise and employees. Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, business, consumer interviews, conversion rate, customer, customer conversion, Customer Experience, Customer Intercepts, customer interviews, customer research, Customer Satisfaction, customers, data gathering, focus groups, icc/decision services, intercept, online shopping, retail store, shopper behavior, shopper insights, shopper intercepts, shopping
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The Real Customer Service Story
Corporate leaders dramatically overestimate how much the customer wants to talk to a customer service representative. They believe customers value live service twice as much as self-service. HBR’s data shows customers are significantly indifferent to that claim, and they value self-service just as much as they value using the phone. More interestingly, that indifference doesn’t change across their demographic, issue type or urgency. Continue reading
Customer Experience tied to retailer’s stock value
As the world watches the stock market’s up and downs, new research from the University of Michigan concludes customer satisfaction levels affect retailer’s market value. Continue reading
Leading Super Stores Witness New Consumer Trends
Major retailers, Wal-Mart and Krogers, are making note of changing consumer spending habits. Both retailers have announced consumers are shifting their buying focus as the country settles into a long term recession. Kroger consumers are paying more attention to store-brand … Continue reading
Posted in Customer Experience
Tagged business strategy, customer research, Shopping Trends
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Restaurants Should Avoid the $ Sign
Studies show that menus using a numerical price format without the “$” symbol yielded, an average, $5.55 more in spending than menus with prices printed with either a dollar sign or written script. If I owned a restaurant, I would … Continue reading
