5 Valuable Insights You Can Learn From a Journey Map

Posted on September 12, 2014 by David RichComments

In today’s retail environment consumers have short attention spans and their interests change like the seasons. Learning from your customer’s habits can help you predict their next move.

Your carefully cultivated focus panel tells you what their dream handheld device is. When you felt like you delivered this dream device, it barely cracked a return on investment. Even worse, your competitor created something completely different and is selling out on pre-orders.

A marketing campaign that worked before, failed to deliver the traffic into your stores.

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Topics: Customer Experience, Journey Mapping

Customer Service versus Customer Experience: What's the Difference?

Posted on September 10, 2014 by Nanette BrownComments

Last week, Mark had to battle downtown traffic at rush hour for a tux fitting. He had gotten a fitting with this company before, at a different store location, so he knew what to expect.

Would’ve been nice for the two stores to have had a central database so that this other store had his measurements which would have prevented the need for another visit. Then he wouldn’t have had to tack on another errand at the end of his workday.

The tux shop was pleasant enough. Efficient even. They had him sized, tux ordered, and sent on his way before too long.

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Topics: Mystery Shopping, Customer Satisfaction, Brand Experience

The Cost of Waiting to Invest in Customer Experience

Posted on September 4, 2014 by Kevin LeiferComments

When businesses talk about their customer experience strategy, it usually boils down to collecting customer-initiated responses to an interaction, whether through a survey on a receipt or a customer service representative.

What if you looked at customer experience not as another report file away in a trend binder, but as a tool to drive profitable sales growth?

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Topics: Clienteling, Customer Experience, Customer Satisfaction

The Secret to Successful Clienteling

Posted on September 3, 2014 by Kevin LeiferComments

“Clienteling” has become something of a buzzword lately. However, the focus is usually on mobile apps or other software, and how businesses can use them to effectively store customer information.

For example, tablets and mobile technology are now widely used to help customer-facing associates better serve customers by creating profiles, storing previous purchases, and more. The common assumption is that if they know previous purchases, associates can better assist the customer.

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Topics: Clienteling, Customer Satisfaction

4 Simple Methods to Make Company Meetings Profitable

Posted on August 28, 2014 by Kevin LeiferComments

Company meetings are a great platform for sharing best practices, gaining insight from your colleagues, and maintaining alignment between the top of the organization and the front lines. They also give you a chance to hear feedback and get real-time answers from your team in the field.

However, it’s very easy for those meetings to devolve into a routine where there is more lip service than action, preventing important strategies from being executed as well as expected.

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Topics: Customer Experience, Customer Satisfaction

5 Suggestive Selling Techniques for Better Customer Experiences

Posted on August 25, 2014 by Kevin LeiferComments

If you're like most people, there are certain stores that you dread going into, and you have to mentally prepare yourself for before entering.

You know the ones I’m talking about - where the sales associate sprays fragrance in your face as a form of greeting. Where associates magically appear beside you to show you electronics you aren’t interested in or to squirt hand cream on you that you don’t want to try. Where you duck and weave your way through a gauntlet of sales associates like Indiana Jones and the Last Crusade, just so you can grab the one product you want and hightail it to the register.

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Topics: Mystery Shopping, Customer Experience, Customer Satisfaction, In-Store Marketing

No Sales Growth? Take Another Look at Customer Experience

Posted on August 21, 2014 by Kevin LeiferComments

For retail store operations, consistent customer experience at every touch point is essential to attracting and retaining a loyal clientele.

We’ve all experienced this before…

You go to a new franchised coffeehouse location, and even though it’s the same company, the workers here are indifferent. When you finally get your drink (which you had to tell them how to make), it tastes odd.

Or, you stop into a bookstore across town instead of your usual one. Rather than the lively conversation you expected with a knowledgeable bookseller, you roam the stacks blindly. 

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Topics: Customer Experience, Blog

Why Engaging with Your Customers Will Almost Always Increase Revenue

Posted on August 20, 2014 by Kevin LeiferComments

A successful business thrives when the sales teams understand how to attract and retain loyal clientele.

They know that the best way to convert “lookers” into “buyers” is to create an engaging, in-store customer experience that begins with the first interaction.

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Topics: Customer Experience, Customer Satisfaction

Maximize the Value of Your CSAT Program With Mystery Shopping Data

Posted on August 12, 2014 by Kevin LeiferComments

Have you ever decided against an evaluation program because you already have another currently in place?

If you find yourself torn deciding between several options, you may be looking at it the wrong way.

While each method is different in how it gathers data, the results aren’t altogether unrelated. In fact, these programs are designed to complement each other when carried out together.

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

3 Ways To Empower Your Retail Sales Associates Today

Posted on August 5, 2014 by Nanette BrownComments

There’s a big problem plaguing retail these days:

Many times, smartphones seem smarter than the sales associates as they make a wealth of knowledge available about the products you’re seeking in a flash.

If you’ve ever experienced this for yourself while shopping, it’s not hard to imagine why this issue alone can mean the difference between gaining a loyal new customer and losing one after failing to help them find what they needed.

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Topics: Clienteling, Customer Experience, Customer Intercepts

Improving Your Sales Associates With Retail Clienteling

Posted on July 29, 2014 by Kevin LeiferComments

Have you ever walked into a store with questions about a certain product only to find out you actually know more than the sales associates do?

Frustrating, right?

You’re not alone.

Forty seven percent of shoppers list poor knowledge among store associates as the most disliked experience when shopping inside a store.

With the internet literally at their fingertips, consumers are one search query away from tons of product information at any time.

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Topics: Clienteling, Customer Intercepts, In-Store Marketing

Retail 101: An Introduction to Customer Experience Tools

Posted on July 22, 2014 by Nanette BrownComments

Searching for the perfect way to evaluate your retail stores?

With companies putting a renewed focus on their customer service and experience strategies, and so many measurement options out there to choose from, how are you supposed to know which ones you should start with?

It’s an important question, and the answer isn’t so simple.

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

Reinvent Your Stores by Personalizing the Shopping Experience

Posted on July 17, 2014 by Kevin LeiferComments

You visit one of your brick and mortar stores to get the feel of the customer experience for yourself.

Something seems off.

You look around and see customers with glazed looks on their faces as they peruse your products with little interest or excitement.

“What’s wrong in here?” you think to yourself. The competitor down the street has been getting noticeably more traffic than your store, and they have less than half the inventory. What’s the draw?

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Topics: Customer Experience, Journey Mapping, In-Store Marketing

3 Things Retailers Can Learn From Google Glass

Posted on July 3, 2014 by Nanette BrownComments

With its unique appearance and futuristic capabilities, Google Glass has become the poster child for wearable technology and its potential to change the way retailers connect with their customers.

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Topics: Customer Experience, Blog, Brand Experience

5 Reasons Shoppers Still Choose Brick and Mortar

Posted on July 1, 2014 by Kevin LeiferComments

A recent study by AT Kearney concluded that although today’s customers spend almost 40% of their shopping time in channels other than brick-and-mortar, they still purchase the majority of their goods and services in person.

Why? Simply put, physical stores meet certain customer needs and create experiences that online channels cannot:

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Topics: Customer Experience, Blog, In-Store Marketing

Customer Experience Update