Rebranding the customer experience: More than just looks

Posted on July 9, 2009 by Nanette BrownComments

New Yorkers are noticing Duane Reade's new logo design in a big way. The New York Post shares the torn feelings of New Yorkers on the stores recent rebranding. Beyond just the look of Duane Reade, the store is committing itself to "rebranding the customer experience."

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Topics: Customer Experience

If you can't compete on price, compete on customer service instead

Posted on July 8, 2009 by Nanette BrownComments

In January of this year, Reuters reports on the decline of consumer brand loyalty. The study conducted by Catlina Marketing Corp.'s Pointer Media Networks' was only a portion of how consumers where changing their shopping behavior.

Today, consumers are more conscious on price and promotions. Krogers and Wal-mart are just two of the trending grocers that are seizing the opportunity to expand their private labels. Private labels attract the wallet-strapped consumer away from choosing the leading brand. The competition is rising and consumers are taking second thoughts on traditional buying habits. The only place left for brands to sustain and regain customers is through service.

Brands need to aware of how the retail storefront represents their image. Quality and service is first felt through sales associates and then the product display. Customer's may question and analyze their purchasing decisions. Friendly and warm customer service associates have the ability to sooth customer concerns. Messy and ill-stocked shelves or racks bruise the brand's image. Overall poor service can ruin the SATISFACTION customers receive from choosing your brand.

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Topics: Brand Experience

How well do you know the customer?

Posted on July 2, 2009 by Nanette BrownComments

Every successful business connects with customers by using purchase history data. How well you maintain and use your customer insight can make an enormous difference on the quality of customer service provided.

How to connect with your customers
If you are going to be using customer database to help foster loyalty and promotions, it needs to be managed well. Maintaining current and relevant purchase history is one step. Integrating the information into promotions and customer service is the heart of the process.

The best way to understand how to effectively leverage customer information in your organization is to look at an example. FreshDirect has incredible success using customer information database to promote loyalty and engage customers with amazing service. Highlighted in a Business Week's Interactive Case Study, FreshDirect attributes much of its success to using customer purchase history in everyday operations. (You can read the amazing numbers in sales growth FreshDirect has achieved in the BusinessWeek article.)

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Topics: Customer Experience

Wawa: A Customer Experience Success Story

Posted on June 29, 2009 by Nanette BrownComments

Over the past year, businesses have watched each other struggle while reducing costs in every possible way. Every so often, you hear of a business success story. These are the few businesses that are thriving and expanding in tough times. Wawa -- a convenience store chain -- is a success story featured in the Philadelphia Inquirer earlier this week.

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Topics: Customer Experience

The basic foundation of building customer loyalty

Posted on June 24, 2009 by Nanette BrownComments

There's no need to explain how important customer loyalty is to your business. You already know that. More than likely, you're struggling with how to retain customer loyalty. We are here to help.

Customer Loyalty = Customer Service
What is the simplest way to foster loyalty? It's great customer service. From word-of-mouth to loyalty reward programs, it is amazing customer service that brings repeat business. Training your employees to have superior service skills is the first pillar of loyalty success.

Simply think about the very best service you've witnessed as a customer. Is it the stellar smile a Kroger baker greets you with? The confidence you have in your favorite department store clerk who always knows where to find your size? The very same reasons you gravitate towards one grocer over another is what attracts your customers. The first step is to find out if your staff is providing stellar service. One proven way to determine what level of service your staff is giving is to utilize a secret shopper program.

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Topics: Mystery Shopping

Today is the critical time for strategy, vision, and asking tough questions

Posted on June 16, 2009 by Nanette BrownComments

In my last post, I talked discussed how the face of retail is changing. Extending on the same Forbes article, which powerfully states:

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Topics: Customer Experience

Customer Intercepts

Posted on June 9, 2009 by Nanette BrownComments

Satisfied with your customers’ shopping experience? We’re not.

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Topics: Services

Mystery Shopping Oldie

Posted on June 9, 2009 by Nanette BrownComments

Can you handle the truth?

Mystery shopper programs deliver the frontline reality.

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Topics: Services

E-Shops powered by STELLAService™

Posted on June 9, 2009 by Nanette BrownComments

Are you losing revenue because of unhappy online customers?

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Topics: Services

Customer Surveys

Posted on June 8, 2009 by Nanette BrownComments

Your customers know how to improve your in-store experience. Are you ready to listen?

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Topics: Services

The road of retailing: Where your customer experience takes precedence

Posted on June 8, 2009 by Nanette BrownComments

It is undeniable that the retail industry will forever be changed through the spread of technology and our current economy. Recently, a Forbes article discusses the changes and what lies ahead for the retail industry. The article reminded me of one of my favorite articles "Welcome to the Experience Economy" by B. Joseph Pine and James Gilmore, from the Harvard Business Review published in 1998. In that article the authors wrote:

"Today the concept of selling experiences is spreading beyond theaters and theme parks."

"Companies should think about what they would do differently if they charged admission."

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Topics: Customer Experience

eValuation™ Cards

Posted on June 5, 2009 by Nanette BrownComments

Let 21st Century technology drive your comment card program.

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Topics: Services

The Significance of Quality Assurance in assuring successful service marketing

Posted on June 5, 2009 by Nanette BrownComments

In its simplest form, Quality Assurance refers to the process in which a business entity (both manufacturer and service provider) retains the superior quality as promised to each consumer. More elaborately, any customer no matter how frequently he or she purchases a service or product should get the same level of quality in every transaction.

Many companies term Quality Assurance in different names, but the underlying ideas are more or less similar in every case.

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Topics: Mystery Shopping

Shopper Intercept Interviews"¦Unlocking the Potential

Posted on June 4, 2009 by Nanette BrownComments

Customer intercepts "¦ consumer interviews "¦ exit surveys "¦ regardless of how you describe them, Shopper Intercept Interviews are a powerful tool that can provide your business with priceless insights into customers' reactions to your stores.

Offering a great way to assess and analyze your consumer-facing processes, Shopper Intercept Interviews yield results that will immediately improve overall customer experience, as well as help you evaluate the performance of existing promotions, assist in your strategic planning, and increase your total Return on Investment "¦ all while escaping the traditional pitfalls of other qualitative research approaches.

But, right about now you're probably wondering"¦

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Topics: Customer Intercepts

Three Ways Shopper Intercept Interviews Get the Job Done!

Posted on June 4, 2009 by Nanette BrownComments

Shopper Intercept Interviews solve all of the projectability problems of focus groups while still offering a customer-centered format that allows an interviewer to ask broad questions with direct follow-up questions that capture the most important and relevant concerns of your customer.

1. Providing Accurate Insights for Brands or Agencies

As you know, Scan Data produces an objective overview of your customers' purchases, but it doesn'thelp you understand the "whys": Why this particular product? Why this particular brand? Why this particular time to buy? Or even why did a consumer not purchase a particular item?
Because they are conducted face-to-face with your customers in real-time, Shopper Intercept Interviews allow you do a "deeper dive" that answers all of these questions and more. With Shopper Intercepts you are on the frontlines of your business and are given uncensored front-row access into the mindsof your customers that an on-line panel could never do.

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Topics: Customer Intercepts

Customer Experience Update