Dealing With Disappointed Customers: 6 Ways To Win Them Back

Posted on July 2, 2015 by Nanette BrownComments

No matter how well you run your company, at some point in time someone will become unhappy. It's just the cost of doing business. It's important that you recognize when a customer is dissatisfied, but it’s even more important that you handle the situation in an effective and timely manner. Your process for assisting in and resolving customer issues will form the basis for public perception of your company and this is why it is vital to handle it correctly.

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Topics: Customer Experience, Customer Satisfaction, Brand Experience

Create an Unforgettable Shopping Experience by Hacking Customer Emotions

Posted on June 26, 2015 by Kevin LeiferComments

 

Do you want to create a unique retail shopping experience?

You can create shopping experiences that linger in your customer’s memories, experiences that become stories they tell their friends, experiences that make them want to keep coming back to your store.

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Topics: Mystery Shopping, Customer Experience

Mystery Shopping Benefits: Worth the Spend?

Posted on June 19, 2015 by Nanette BrownComments

Mystery shopping is the program some people still prefer to push aside. Yet, it’s the only real objective retail tool available. Why is it so disrespected? Because it’s often misunderstood, poorly implemented or improperly used.

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Topics: Mystery Shopping

How Top Mystery Shopping Companies Improve Your Brand

Posted on June 12, 2015 by Kevin LeiferComments

When it comes to evaluating customer experience, we all wish there was a silver bullet solution that could tell us the whole story.

In reality, it’s a little more complicated. If you consider just how many separate pieces come together to create the overall shopping experience, it makes sense to measure that experience a number of different ways to paint the full picture.

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Topics: Mystery Shopping, Customer Satisfaction, Customer Intercepts

Setting up a Mystery Shopper Program? Don't Make These Mistakes!

Posted on June 3, 2015 by Nanette BrownComments

Mystery shopper programs are an excellent way to measure frontline staff performance, recognize those who are providing stellar customer service and uncover potential service issues that need improvement before they become big headaches. However, a mystery shopper program can easily be sunk before it even starts.

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Topics: Mystery Shopping

Ways to Improve Customer Satisfaction You May Not Realize (With Examples)

Posted on May 27, 2015 by Kevin LeiferComments

All business owners need to have the big picture of their customers’ behavior. If you’re continually looking to improve your brand, then you need to continually consider ways to improve customer satisfaction.

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Topics: Customer Satisfaction

Customer Intercept Interviews: How to Get the Right Information

Posted on May 20, 2015 by Nanette BrownComments

As retailers, there’s a truth we’re all going to have to start recognizing: No one walks into a store without wanting to buy something. Will 100% of them buy from you? No.

The typical apparel retail store has a conversion rate of 18%. That means 100 people walk through the doors and 82 walk out without having made a purchase. Now, that’s not a terrible percentage when you consider the potential revenue it might generate across a hundred stores, but is there room to improve? Absolutely.

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Topics: Customer Intercepts

How to Get the Most from Your Mystery Shopping Services

Posted on May 15, 2015 by Kevin LeiferComments

 

Mystery shopping is the best way retailers can get a truly objective view of the daily workings of their stores. When done right, mystery shopping services provide valuable quantitative information about the customer experience that helps retailers optimize resources, motivate associates, and generally improve operations all around.

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Topics: Mystery Shopping

Customer Experience Trends in 2016: What To Expect

Posted on May 8, 2015 by David RichComments

It's hard to believe that we're almost halfway into 2015, but savvy marketers are already looking ahead to 2016, planning out their strategies for breaking away from competitors and drawing in more loyal customers.

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Topics: Customer Experience

Should You Tell Your Associates About Your Mystery Shopping Program?

Posted on May 1, 2015 by Nanette BrownComments

How well do you really know what's going on at your various store locations? Although your employees are trained to carry out their duties and behave in a certain manner, there's no way for you to be absolutely certain that they are following company procedures and providing consistently stellar service to your customers - unless you have a mystery shopping program in place.

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Topics: Mystery Shopping