Wawa: A Customer Experience Success Story

Posted on June 29, 2009 by myadminComments

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 myadminComments

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 myadminComments

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 myadminComments

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

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Topics: Services

Mystery Shopping Oldie

Posted on June 9, 2009 by myadminComments

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 myadminComments

Are you losing revenue because of unhappy online customers?

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Topics: Services

Customer Surveys

Posted on June 8, 2009 by myadminComments

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 myadminComments

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 myadminComments

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 myadminComments

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