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Tag Archives: Customer Service
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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The Value of a Happy Customer
Imagine spending several hours with your child in one of those hip, trendy, music-blaring fashion stores, picking out endless layered outfits for camp, only to be told at the register that there is a cap on the number of purchases … Continue reading
Posted in Customer Experience
Tagged customer complaints, Customer Service, Dan Butler, happy customers, Janet Rubel, NRF, Ron Burley
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Keeping One Step Ahead of Consumers
According to the STORES Top 100 Retailers ranking, the most successful retailers in the industry are constantly reinventing themselves to stay one step ahead of the competition. Susan Reda, Executive Editor of STORES, the official magazine of the National Retail … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Service, david rich, icc, icc/decision services, NRF, Retail, STORES
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Evaluating Training Effectiveness with Mystery Shopping
Background A woman’s apparel retailer was committed to the ideal that their associates should demonstrate an insatiable drive for anticipating and fulfilling customers’ desires. To implement this philosophy, the company wished to measure existing customer service, and the immediate impact … Continue reading
Word of Mouth: Marketer’s Best Friend?
Did you ever have a customer experience that went so badly in one store but so well in another? Did it make you wonder where the disconnect was? How could two stores selling the same basic merchandise do such different … Continue reading
In Case of Emergency, Break Glass
If you walked out of your office to find your building burning down, would you grab the first extinguisher or call 911? Similarly, if your company’s revenue is decreasing exponentially, staff turnover is high, your reputation is sinking, and you’re … Continue reading
Posted in Blog, Customer Experience
Tagged Customer Service, Mystery Shopping, secret shopper
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The Frustration Factor
Ever have this experience?: You’re waiting in line at the grocery store, when a new line opens up. The cashier yells, “I’ll take the next person in line!” And the 10 or so people waiting behind you rush over before … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Service, david rich, icc, icc/decision services, Retail
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