High Finance: Three New Trends in Mystery Shopping

Posted on January 29, 2009 by Nanette BrownComments


Financial institutions wishing to ensure compliance with new industry regulations are partly responsible for the growth of the mystery shopping industry. As more regulations are implemented, evaluating employee performance is quickly taking a back seat to regulatory compliance as the most important reason for implementing mystery shopping programs. In fact, three new trends seem to be emerging.

1) Online mystery shopping will continue to grow as more customers access financial products and services via the Internet. A secure and easily navigatable web site is crucial. Comprehensive product and service descriptions, and ease of interacting with bank representatives is also vital to ensure the optimum online customer experience.

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Topics: Mystery Shopping

Retailers Get Mobile

Posted on January 28, 2009 by Nanette BrownComments

Smartphone are quickly dominating the cellphone market. ZDNet reported iPhone users downloaded more than 60 million applications within the first month of the App Store's opening. The availability of smartphone applications can be a retailer's promotional dream.

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Topics: Customer Satisfaction

Your Customer is speaking. Are you listening?

Posted on January 28, 2009 by Nanette BrownComments

Right now, what is your company doing with customer experience? Think about it.

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Topics: Customer Experience

Nielson Steps Away from In-Store Auditing

Posted on January 27, 2009 by Nanette BrownComments

Nielsen has decided to stop pursuing in-store auditing and shopper metrics. Ad Age reported Nielsen's PRISM system will be put to rest. The company vies the current economic situation as the killer.

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Topics: Customer Experience

L.L. Bean: Customer Experience Program Success

Posted on January 26, 2009 by Nanette BrownComments

L.L. Bean was named number one in customer service by the National Retail Federations's 98th Annual Convention and EXPO earlier this month. The retailer was voted number one by a survey of shoppers conducted by BIGresearch. L.L. Bean is a company who has paid attention to their customer experience program and measured it's success.

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Topics: Customer Experience

Customer's Look for Trustworthy Brands

Posted on January 22, 2009 by Nanette BrownComments

An interesting article by Brandweek.com, discussed current consumer shopping trends. Sourcing a BrandIndex poll in 2008, there is a strong consumer trend to stick with tried and true brands.

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Topics: Customer Experience

Does Gen Y Really Impact Your Industry?

Posted on January 22, 2009 by Nanette BrownComments

Generation Y is the largest workforce since the baby-boomers. They are also the economy's replacements as the baby-boomers retire. It's not a new strategy for retailers or brands to create specific marketing geared towards a specific generation. How much of an impact does Gen Y hold on a singular market such as food?

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Topics: Customer Experience

Customer Satisfaction Surveys: Benefits of Being Proactive

Posted on January 21, 2009 by Nanette BrownComments

Do you know how it feels to be your customer? Customer Satisfaction Surveys provide a direct insight into your customer's experience. Being proactive in finding what your customer's experience was like, says a statement about your company.

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Topics: Customer Satisfaction

Measuring Your Brand's Strategy

Posted on January 20, 2009 by Nanette BrownComments

Successful branding encompasses several aspects. Brand Insight Blog, posted it's view of how small and large businesses can successfully brand itself. They include:
Relevance
Credibility
Differentiation
Consistency

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Topics: Brand Experience

2009: Cutting Costs but Keeping Customer Experience

Posted on January 20, 2009 by Nanette BrownComments

A Benchmark study revealed brands and retailers will focus on customer experience regardless of budget constraints for 2009.

National Retail Federation released the benchmark study which forecasted customer experience as a major concern. It is obvious that retailers understand how important it is to maintain positive customer experience.

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Topics: Customer Experience

The Radiating Power of Your Customer's Experience Program

Posted on January 19, 2009 by Nanette BrownComments

Customer experience has always mattered. In 2009, researchers find it's going to matter more than ever. Viralness of the web based research and blogging gives a new meaning to "word of mouth marketing."

MSNBC reports, LakeWest Group 10th Annual POS benchmarking Survey proves that top retailers will be focuses in new ways to create positive customer experiences. The increased emphasis is not surprising since the retail market has felt the tundra of a recession and everyone is fighting for customer loyalty. Customer experience focused retailers will find the effects of their strategies radiate beyond the inside of the store front.

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Topics: Customer Experience

Is Your Brand Connected to Social Media?

Posted on January 16, 2009 by Nanette BrownComments

Branding. It is a word that has evolved with the mass appeal of social media. More people are talking about the personal brand versus the retailers' brand. Social media embraces personal branding with increasing amounts of retailers are wedging in.

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Topics: Brand Experience

In-Store Marketing Moving Digital

Posted on January 15, 2009 by Nanette BrownComments

In-store marketing is starting to embrace technology to help reach consumers. Booz& Co. partners Matthew Egol and Christopher Vollmer discuss the direction of in-store marketing with their in depth report. It's a no brainer for brands to use in-store marketing, as shopping is something everyone has to do. The dynamics in which in-store marketing is used, may be changing.

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Topics: Brand Experience

Terry Vavra To Link Customer Feedback With Profits

Posted on January 14, 2009 by Nanette BrownComments

Industry Expert to Serve as Keynote Speaker at Linkage Strategies Conference. Most organizations collect customer feedback, but then miss a critical step that could transform that feedback into higher profits. What's that missing piece?

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Topics: News

Customer Experience: Measures More Than Expected

Posted on January 14, 2009 by Nanette BrownComments

Customer experience is a key indicator for various business aspects, not just about the customers. Robert Weinstein used his customer experience as a way to measure the anticipated future value of Las Vega Sands stock.

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Topics: Customer Experience

Customer Experience Update