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Tag Archives: Customer Satisfaction
Strategic Uses of Mystery Shopping…Another Example
As outlined in our first look at “strategic uses of mystery shopping”,” evaluating the effect of additional staffing on service levels and sales is a top priority for retailers. Putting together a program to meet that need, however, can feel … Continue reading
What Do Customers Really Want?
Every interaction with the customer is one more step towards strengthening your brand. Whether you sell ice cream cones or treat patients in a trauma center, each of these people is purchasing goods and services from your organization, and each … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Satisfaction, customer serivce
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The Art of Customer Satisfaction
Some time ago, I watched the movie Girl With a Pearl Earring, based very loosely upon a moment in time in the life of famous Dutch painter Johannes Vermeer. Set in the 16th century, Vermeer could not run down to … Continue reading
Motivated Employees Generate Excitement
We’ve all had the experience. You walk into a store and can’t find what you need. Searching for an employee, you wonder if you’ve stepped into the Twilight Zone and you’re the last person on the planet. Then you spot … Continue reading
Posted in Customer Experience
Tagged Customer Satisfaction, Customer Service, employee motivation
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What Does It Mean to Satisfy Your Customers?
“The customer is always right.” There’s an adage from an era gone by that isn’t seen too often today. And nowhere is this shift in attitude more obvious than in customer service. Stop anyone on the street and ask what … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Satisfaction, Customer Service
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What Really Is Good Customer Service?
Most retailers would agree customer service could use some improvement. The problem lies in determining what constitutes good customer service and how to provide it. With so many retailers selling the same merchandise at similar price points, customer service remains … Continue reading
Customer Satisfaction: You Either Get It or You Don’t
This week brings the much-anticipated retail report, “Getting it Right at Retail”, released by Carlson Marketing and the Peppers & Roger Group, Minneapolis. After surveying approximately 1200 customers about their experiences with retail chains, the results may surprise you. Topping … Continue reading
Engaged Employees Are Motivated Employees
If your employees are often heard grumbling under their breath or, worse yet, amongst themselves, you might want to consider surveying your employees to find out what they’re really thinking. As reported by The Wall Street Journal Online, June 18, … Continue reading
