Customer Intercept Interviews: How to Get the Right Information

Posted on May 20, 2015 by Nanette BrownComments

As retailers, there’s a truth we’re all going to have to start recognizing: No one walks into a store without wanting to buy something. Will 100% of them buy from you? No.

The typical apparel retail store has a conversion rate of 18%. That means 100 people walk through the doors and 82 walk out without having made a purchase. Now, that’s not a terrible percentage when you consider the potential revenue it might generate across a hundred stores, but is there room to improve? Absolutely.

Read More

Topics: Customer Intercepts

How to Get the Most from Your Mystery Shopping Services

Posted on May 15, 2015 by Kevin LeiferComments


Mystery shopping is the best way retailers can get a truly objective view of the daily workings of their stores. When done right, mystery shopping services provide valuable quantitative information about the customer experience that helps retailers optimize resources, motivate associates, and generally improve operations all around.

Read More

Topics: Mystery Shopping

Customer Experience Trends in 2016: What To Expect

Posted on May 8, 2015 by David RichComments

It's hard to believe that we're almost halfway into 2015, but savvy marketers are already looking ahead to 2016, planning out their strategies for breaking away from competitors and drawing in more loyal customers.

Read More

Topics: Customer Experience

Should You Tell Your Associates About Your Mystery Shopping Program?

Posted on May 1, 2015 by Nanette BrownComments

How well do you really know what's going on at your various store locations? Although your employees are trained to carry out their duties and behave in a certain manner, there's no way for you to be absolutely certain that they are following company procedures and providing consistently stellar service to your customers - unless you have a mystery shopping program in place.

Read More

Topics: Mystery Shopping

The Best Brand Promise Examples We’ve Seen

Posted on April 24, 2015 by Kevin LeiferComments

A brand promise is: "This is what we will deliver to you." Pretty simple, right? Maybe.

We’ve collected some of the greatest brand promise examples we’ve ever seen. Some of these brands you’d expect to make the list, and others may come as a surprise, but it just goes to show that a successful brand is a lot more than a logo, icon or memorable slogan.

Read More

Topics: Mystery Shopping, Brand Experience

Mystery Shopping vs. Customer Satisfaction Surveys

Posted on April 16, 2015 by Nanette BrownComments


When it comes to mystery shopping and customer satisfaction surveys, many companies are left wondering which option is right for them. Each has it’s own unique advantages that can be helpful in different ways. Because these look at different aspects of the experience, your business can use both to identify potential issues and improve store operations and the customer experience.

Read More

Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, Brand Experience

How to Find the Best Mystery Shopping Companies in NYC

Posted on April 9, 2015 by Kevin LeiferComments

You've decided your company will benefit from a shopper evaluation program, but what next? When you're choosing a mystery shopping company to work with you'll want to ask the right questions to find the company that will be best suited to your business needs.

Read More

Topics: Mystery Shopping

Measuring Customer Satisfaction In Business Today

Posted on April 2, 2015 by Nanette BrownComments

The greatest benefit to measuring customer satisfaction comes from discovering your opportunities and what you can do to drive satisfaction among your customers. The hard truth is, in today’s too-busy, information-overloaded world, it is becoming more challenging to get customers to complete a survey.

Read More

Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, Blog

Retail Selling Tips For 2015: Our Top 20

Posted on March 26, 2015 by Kevin LeiferComments

“Excellence is a tremendous amount of fun; mediocrity is not.” — Kip Tindell CEO for The Container Store

Creating an excellent retail experience that gets customers to buy more is the goal of many businesses. But what does it take to do that?

Read More

Topics: Mystery Shopping, Customer Experience, Blog

Get Your Associates to Love Your Mystery Shopping Program

Posted on March 18, 2015 by Nanette BrownComments

To get the most return on your investment in mystery shopping, you must ensure that both field managers and associates understand the benefits and mechanics of the mystery shopping program. Mystery shopping helps communicate well-defined standards of behavior that lead to satisfied customers, and increases the probability that those standards of behavior are consistently delivered to the customer, regardless of which of a retailer’s hundreds of locations visited.

Read More

Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, Blog, Brand Experience

Customer Experience Update