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

How to Create a Customer Journey Map You’ll Actually Use

Posted on September 3, 2015 by Nanette BrownComments

Customer journey maps promise to improve customer satisfaction. However, like many tools in retail, if you do not believe they are useful, you will not use them.

Studies show that bad customer experiences spread faster than positive customer experiences.

Unhappy consumers will tell 8-10 people about what upset them. Some share their story with as many as 20 friends, and this figure does not include social media. Satisfied customers only tell 2-3 people about their positive experiences.

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Topics: Customer Experience, Brand Experience, Journey Mapping

What Is Customer Journey Mapping?

Posted on August 27, 2015 by Kevin LeiferComments

Every customer in your store is on a quest to fulfill a need.

Along the way, they’ve encountered a series of touchpoints. Somehow, they interacted with your brand. And someone or something influenced their decision to continue.

Do you understand the customer journey, step by step? How it affects your customers? And why it’s so important?

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Topics: Brand Experience, Journey Mapping

What Mystery Shopping Services Reveal About Your Brand

Posted on August 20, 2015 by Nanette BrownComments

For retailers looking to optimize the in-store experience—in the hopes of elevating their brand and improving their bottom line—mystery shopping is a must have.

Mystery shopping services offer two essential and unique benefits.

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Topics: Mystery Shopping

How Mystery Shopping Companies Improve the Customer Experience

Posted on August 14, 2015 by Nanette BrownComments

How important is it to improve the customer experience?

An American Expressstudy answers that question. Seventy percent of shoppers spend 13% more with companies providing excellent customer service.

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Topics: Mystery Shopping, Customer Experience

How to Improve Customer Satisfaction by Educating Employees

Posted on August 6, 2015 by Kevin LeiferComments

Well-trained employees are satisfied employees, and happy employees increase customer satisfaction.

Astudy from 2005 found that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction that in turn, generated a 0.5% increase in customer attitudes.

Like so many things in our business, it can be hard to know which investments (training programs, technology, etc.) are worth your money and which lack the big pay off.

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Topics: Customer Experience, Blog, Brand Experience

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