Retail Selling Tips For 2015: Our Top 20

Posted by March 26, 2015 by Kevin LeiferComments

“Excellence is a tremendous amount of fun; mediocrity is not.” — Kip Tindell CEO for The Container Store

Creating an excellent retail experience that gets customers to buy more is the goal of many businesses. But what does it take to do that?

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Topics: Mystery Shopping, Customer Experience, Blog

Get Your Associates to Love Your Mystery Shopping Program

Posted by March 18, 2015 by Nanette BrownComments


To get the most return on your investment in mystery shopping, you must ensure that both field managers and associates understand the benefits and mechanics of the mystery shopping program. Mystery shopping helps communicate well-defined standards of behavior that lead to satisfied customers, and increases the probability that those standards of behavior are consistently delivered to the customer, regardless of which of a retailer’s hundreds of locations visited.

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Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, Blog, Brand Experience

How to Deliver on a Brand Promise to Your Customers

Posted by March 12, 2015 by David RichComments

The one thing strong retailers do well is deliver on their brand promises consistently. You make a commitment to your customers, and if you don’t deliver, you’ll lose them.

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Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, Blog, Brand Experience

What Can You Learn from Mystery Shopping?

Posted by March 10, 2015 by Kevin LeiferComments

Your company is working hard to create an exceptional in-store experience, but are your customers actually seeing your efforts?

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Topics: Mystery Shopping, Customer Experience, Blog, Brand Experience

Shared Feelings in the Sharing Economy

Posted by March 6, 2015 by Nanette BrownComments

Would you:

  • Give a ride in your car to a complete stranger?
  • Have a group of strangers over to your house for dinner?
  • Let a complete stranger stay in your guest room?
  • Give your house key to a stranger to let them walk your dog when you are not home?
Five years ago, you would probably have thought these beh

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Topics: Mystery Shopping, Customer Experience, Blog, Brand Experience, Articles

What Customers Hate about Shopping

Posted by March 3, 2015 by David RichComments

We Shop Differently.  In Katy, Texas, there is a women’s clothing store named Mimosa Rose. Prominently displayed in this shop is a sign that says, “If shopping doesn’t make you happy, you’re in the wrong shop.” You would never find that sign in a store frequented mostly by men.

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Topics: Mystery Shopping, Customer Experience

The 5 Wins of In-Store Customer Engagement

Posted by February 26, 2015 by Kevin LeiferComments

Customer engagement is the relationship that exists between a customer and a brand, product or service. The exact definition of customer engagement (and the role of customer experience in creating or enhancing customer engagement) is the topic of much debate in the marketing community. However, no one disputes that engaged customers are increasingly beneficial to businesses.

And the power of engaging customer in-store is even stronger, delivering nearly immediate and direct bottom line benefits. There are five results of in-store customer engagement that create big wins for businesses:

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Topics: Mystery Shopping, Customer Experience, Blog

How Does Your Company Drive Brand Loyalty?

Posted by February 11, 2015 by Nanette BrownComments

It’s no secret that brand loyalty is an important factor in a company’s success. In fact, it’s likely that the top 20% of your customers generate about 80% of your company’s income.

If you weren’t sold on the importance of customer loyalty by that figure alone, would an unbridled increase in company profitability change your mind? Of course it would.

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When Is It Time to Start a Mystery Shopping Program?

Posted by February 6, 2015 by David RichComments

It’s well documented that most customers care more about the overall experience they have with your brand than any other factor in their purchase, including price.

Designing a memorable, compelling customer experience is tricky, but there’s a lot less risk involved when you have the right tools. 

The right tools are ones that give you data that’s not only actionable, but that cuts to the heart of customer experience issues that affect profitability.

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Two New Ways to Improve the Customer Shopping Experience

Posted by February 4, 2015 by Kevin LeiferComments

Adopting new technologies in an attempt to improve the shopping experience and increase efficiency is the oldest trick in the book (ever heard of an Automat?), and it doesn’t always succeed (ever been to an Automat?).

But it’s nearly impossible to make a business thrive without staying abreast of new technologies and making strategic choices about which technologies to adopt. When you do, innovative new technologies can improve your business in surprising ways.

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