Customer Experience vs. Price - Which Drives More Loyalty?

Posted on November 12, 2015 by Nanette BrownComments


Does price influence consumer behavior?

Brand loyalty shouldn’t be influenced by price, brand loyalty ensures that there’s demand for a product regardless of changes in price or competing product offerings.

But it’s not always true.

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Topics: Customer Experience, Brand Experience

Task vs. Customer Engagement - Which is the Associate's Priority?

Posted on November 10, 2015 by Kevin LeiferComments


Associates have a lot on their plate.

Between managing stocks, organizing merchandise and customer engagement, associate need to make many decisions during their shifts, these decisions as we all know have an impact on bottom line.

In a study conducted by Korn/Ferry Marketing Center of Expertise, 52% of marketing executives said that their top priority was customer engagement.

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Topics: Customer Experience

Customer Experience 2016: Are You Ready to Shake Things Up?

Posted on November 6, 2015 by Nanette BrownComments


In early 2015, retailers were surveyed about their customer experience priorities for 2015.

Number one on the list was improving multichannel consistency. Other leading focus areas included loyalty building, self-service initiatives, and voice-of-the-customer projects.

Here’s what these responses suggest.

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Topics: Customer Experience

5 Questions Retailers Must Ask to Improve Customer Experience in 2016

Posted on November 4, 2015 by Kevin LeiferComments


What do customer experience leaders do differently?

This is the question Bain & Company tackled earlier this year. In its analysis of 140 U.S. companies’ performance over a five-year period, only nine excelled in all three categories measured—financial, brand, and loyalty data. Bain studied these nine companies’ cultures, operations, and strategic choices.

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Topics: Customer Experience, Customer Satisfaction, Brand Experience

Does Your In-Store Path to Purchase Need a Makeover?

Posted on November 2, 2015 by Kevin LeiferComments


As holiday shoppers make their way along the brick-and-mortar path to purchase, there’s bound to be friction. Big crowds, long lines, overburdened associates—it’s a familiar scene. Everyone expects it. There’s no getting around it.

Or is there? 

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Topics: Customer Experience, Brand Experience

Benefits of Actively Listening to Unhappy Customers

Posted on October 29, 2015 by Nanette BrownComments


Dealing with unhappy customers is a part of our business and most of the time, it’s unpleasant.

But it doesn’t have to be this way. As we stated in our last post on the subject, engaging your unhappy customer actively can present retailers with a golden opportunity.

What is the opportunity?

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Topics: Customer Experience, Customer Satisfaction, Customer Intercepts

Mobile is a Cue to Help Brighten The Holiday Season

Posted on October 27, 2015 by Kevin LeiferComments


How many times have you seen the following scene? Shoppers are walking around a store. And instead of looking at the merchandise, their eyes glued to their smartphones.

That doesn’t mean they aren’t shopping. In fact, they could be looking at the exact shoes or scarf that can be found in the store on their phones. Or even worse, checking out a rival’s inventory and doing some comparison shopping.

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Topics: Customer Experience

How Retailers Can Enhance CSAT With Mystery Shopping And Customer Intercept Programs

Posted on October 22, 2015 by Nanette BrownComments


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.

So, which ways of measuring am I talking about?

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Topics: Mystery Shopping, Customer Satisfaction, Customer Intercepts

Guest Post: How to Create Customer Trust

Posted on October 21, 2015 by Shep HykenComments


Customer Experiences

It’s an old adage that I’ve mentioned before in my writings and video lessons: People, as in customers, like to do business with people they know like and trust. The knowing and liking is easy. Just creating a good image and having a good reputation makes it easy for customers to want to like you. Be nice and respectful and they start to feel like they are getting to know you. But, the trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.

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Topics: Customer Service

3 Things Holiday Shoppers Want Most From Retailers

Posted on October 20, 2015 by Kevin LeiferComments


What’s the one thing that can sap the joy right out of some people’s holidays? Retail shopping.

Let’s be honest. We’ve all found ourselves dashing out for a quick victory, only to get stuck in stop-and-go traffic. Vying for parking spaces and carts. Elbowing through crowds. Searching in vain for that perfect gift, or for an associate who can help.

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Topics: Customer Experience, Holiday

Halloween shopping shouldn't terrify your customers

Posted on October 15, 2015 by Kevin LeiferComments



For retailers, the final three months of the year can be a make-or-break time when it comes to winning over fickle shoppers. Halloween is a good time to test best practices for critical customer service, and then you can make changes to your strategy before the upcoming holiday season.

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Topics: Customer Experience

Black Friday Opportunities Retailers Can’t Afford to Miss

Posted on October 13, 2015 by Nanette BrownComments


Shoppers will always remember their worst Black Friday experiences. The pillaging, the plundering, the associates in full retreat. Doorbuster items that are nowhere to be found. When images like these are seared into a customer’s memory, they can leave a brand’s image in tatters.

This makes Black Friday every retailer’s worst nightmare—and its greatest opportunity.

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Topics: Customer Experience, Brand Experience, Holiday

Retail Selling Techniques: Tips to Change Your Business

Posted on October 8, 2015 by Nanette BrownComments



What if I told you that most retail executives are thinking too big for sales and revenue? If retailers want to grow their revenue, they should think small. The best retail executives we know travel to and walk through their stores.

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Topics: Customer Experience, Brand Experience

35 Sample Mystery Shopping Survey Questions for Retail Brands

Posted on October 6, 2015 by Kevin LeiferComments


Not all mystery shopping programs are created equal. Some yield customer experience insights that are reliable, useful, and ultimately very profitable. Other programs fail to deliver on all three counts.

If you want a good return on your mystery shopping investment, you need to think like a scientist.

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Topics: Mystery Shopping, Customer Experience

35 Sample Customer Satisfaction Survey Questions for Retail Brands

Posted on October 1, 2015 by Kevin LeiferComments



Getting good customer experience data is both an art and a science. If you understand the difference and why it’s important, you can get a robust, reliable picture of the customer journey.

If not, you’ll be stuck with bad data, which leads to bad decisions. And disappointing results.

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Topics: Customer Experience, Customer Satisfaction

Customer Experience Update