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

How Will You Change Seasonal Associate Training in 2015?

Posted on September 29, 2015 by Nanette BrownComments



The holiday shopping rush is just around the corner. For retailers, the race is on to find and train temporary staff. These associates will be in stores just 10-12 weeks, but on day one, they’ll need to hit the ground running. Busy holiday shoppers will expect the same brand experience from new hires as they do from longtime employees.

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Topics: Customer Experience, Brand Experience

Improve Customer Satisfaction in Retail with These 15 Tips

Posted on September 24, 2015 by Kevin LeiferComments



With customer satisfaction falling in retail, it can be tempting to make sweeping changes in your stores. However, consistent minor improvements can have as big an impact as substantial changes.

In this article, you’ll learn 15 ways to improve customer satisfaction. None of them will revolutionize your stores. However, all of them are proven methods to help you please consumers and turn them into raving fans.

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Topics: Customer Experience, Customer Satisfaction

Creating a Customer Journey Map: Best Practices for Retail Brands

Posted on September 17, 2015 by Nanette BrownComments



We all understand the importance of knowing what’s going on in our customers’ minds and mapping out their interactions with our brand before, during, and after the sale. But where are we making erroneous assumptions that don’t align with our customer’s reality? Are our plans to deliver a great customer experience on pace with our customers’ rising expectations?

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Topics: Customer Experience, Journey Mapping

5 Ways Mystery Shopping Improves Your Bottom Line

Posted on September 10, 2015 by Kevin LeiferComments

Recent research suggests almost a third of consumers plan to shop in-store more often in the future. This presents a golden opportunity for retailers. The race is on to provide an outstanding customer experience in every store location, each and every time.

If you’re in this race to win, mystery shopping isn’t a luxury item. It’s a basic need—a necessary expense.

But here’s the good news.

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Topics: Mystery Shopping, Customer Experience, Brand Experience

Customer Experience Update