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

Mystery Shopping Benefits: Worth the Spend?

Posted on June 19, 2015 by Nanette BrownComments

Mystery shopping is the program some people still prefer to push aside. Yet, it’s the only real objective retail tool available. Why is it so disrespected? Because it’s often misunderstood, poorly implemented or improperly used.

If you're not using a mystery shopping program or if you're not using the one you have to your full advantage, you could be overlooking a powerful competitive weapon. When done right, mystery shopping is a tremendous asset for retailers.

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Topics: Mystery Shopping, Customer Experience

How Top Mystery Shopping Companies Improve Your Brand

Posted on June 12, 2015 by Kevin LeiferComments

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.

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Topics: Mystery Shopping, Customer Satisfaction, Customer Intercepts

Setting up a Mystery Shopper Program? Don't Make These Mistakes!

Posted on June 3, 2015 by Nanette BrownComments

Mystery shopper programs are an excellent way to measure frontline staff performance, recognize those who are providing stellar customer service and uncover potential service issues that need improvement before they become big headaches. However, a mystery shopper program can easily be sunk before it even starts.

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Topics: Mystery Shopping

Ways to Improve Customer Satisfaction You May Not Realize (With Examples)

Posted on May 27, 2015 by Kevin LeiferComments

All business owners need to have the big picture of their customers’ behavior. If you’re continually looking to improve your brand, then you need to continually consider ways to improve customer satisfaction.

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Topics: Customer Satisfaction

Customer Experience Update