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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

Topics: Mystery Shopping

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.

Read More

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.

Read More

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.

Read More

Topics: Customer Satisfaction

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

Customer Experience Update