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

Customer Satisfaction Best Practices: 6 Ways to Avoid Killing Your Survey

Posted on July 30, 2015 by Nanette BrownComments

To improve the retail shopping experience, you need to see it clearly from the customer’s perspective. And you can’t get a good view without meaningful feedback.

For many retailers, this is a huge challenge.

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Topics: Customer Satisfaction, Brand Experience

How to Transform Retail Associates Into Brand Assets

Posted on July 24, 2015 by Kevin LeiferComments

You’ve carefully crafted your brand. Your story is compelling; your advertising, content, and online presence are right on target.

None of it matters, though, if your customers aren’t feeling your brand on the ground, in real time.

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Topics: Mystery Shopping, Blog, Brand Experience, In-Store Marketing

Retail Selling Tips: How Shoppers Define Great Retail Experiences

Posted on July 16, 2015 by Nanette BrownComments

What kind of experience do customers have in your stores?

Step into the British supermarket chain, Tesco’s, and you’ll notice how theyinnovate.

  • A greeter welcomes you and invites you to shop.

  • The shelves are low, and each has clear signage so you can see what’s in each aisle. From midway down one aisle, you can see what's in the next aisle.

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Topics: Blog, Brand Experience, In-Store Marketing

The 4 Pitfalls of Omnichannel Customer Experience

Posted on July 9, 2015 by Kevin LeiferComments

In 2014, smart retailers adapted to the challenges of omnichannel marketing and retail marketing changed forever.

One of these was women’s specialty retailer, Ann Taylor. While it is counter-intuitive that a business is succeeding as it closes bricks-and-mortar stores, in Ann Taylor’s case, the stores were closedas part of a strategic move.

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Topics: Omnichannel, Brand Experience

Dealing With Disappointed Customers: 6 Ways To Win Them Back

Posted on July 2, 2015 by Nanette BrownComments

No matter how well you run your company, at some point in time someone will become unhappy. It's just the cost of doing business. It's important that you recognize when a customer is dissatisfied, but it’s even more important that you handle the situation in an effective and timely manner. Your process for assisting in and resolving customer issues will form the basis for public perception of your company and this is why it is vital to handle it correctly.

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Topics: Customer Experience, Customer Satisfaction, Brand Experience

Create an Unforgettable Shopping Experience by Hacking Customer Emotions

Posted on June 26, 2015 by Kevin LeiferComments


Do you want to create a unique retail shopping experience?

You can create shopping experiences that linger in your customer’s memories, experiences that become stories they tell their friends, experiences that make them want to keep coming back to your store.

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Topics: Mystery Shopping, Customer Experience

Customer Experience Update