How to Improve Black Friday Customer Experiences

Posted on November 5, 2014 by Kevin LeiferComments

Any shopper brave enough to venture out on Black Friday knows to expect some customer service delays and disappointments when items are out of stock, but that doesn’t mean you shouldn’t try to give them a better experience.

Instead of using the madness of Black Friday as an excuse for slipping customer service, why not use it as a chance to really 

impress your customers by making Black Friday less painful than they expected?

Read More

Topics: Customer Experience

6 Ways to Train Seasonal Employees in Customer Service

Posted on November 3, 2014 by David RichComments

Enlisting seasonal employees to keep up with the holiday workload is a necessity for many retail chains, but it can have a huge impact on your customer experience. All of your employees are ambassadors for your brand, and the service they provide is an extension of your business.

That’s a scary thought, right? Even though you have limited time to train them, it’s vital that your seasonal workers know how to provide the level of customer service you expect.

Read More

Topics: Brand Experience

Optimizing Your Mystery Shopping Budget

Posted on October 31, 2014 by Nanette BrownComments

One of the questions we hear most often about setting up a mystery shopping program is how to determine the frequency of mystery shops for a particular retail chain, but there’s no “one size fits all” approach to designing a successful mystery shopping program.

This is the problem with traditional mystery shopping programs – they typically spread the budget evenly across all the stores in a chain, shopping each store with the same frequency.

Read More

Topics: Customer Satisfaction

Go Undercover: Improve Your Brand Experience with Mystery Shopping

Posted on October 27, 2014 by Kevin LeiferComments

Providing your customers with a consistently great experience across all channels helps them form a positive connection with your brand. When customers expect a great experience, however, their expectations have to be met or you risk disappointing them.

As this article from Entrepreneur highlights, a great brand experience means that customers are satisfied with each channel of your brand, including your website, branding, atmosphere, and employee interaction, but a single bad experience with one channel can ruin the customer’s perception of your entire brand.

Read More

Topics: Mystery Shopping, Blog, Brand Experience

How to Combat Showrooming During the Holidays

Posted on October 24, 2014 by Nanette BrownComments

Reports after the holidays last year showed that the in-store strategies retailers employed to fight showrooming were working, but that doesn’t mean the effect will necessarily carry over into this holiday season.

In a recent survey, 96% of participants said that they would continue to research products in stores before buying online, so implementing effective strategies to combat showrooming will be essential for retailers this quarter.

So what can you do? Start with these 3 things:

Read More

Topics: Customer Experience, Blog, Showrooming

Measurable Ways to Improve Your Customer Service

Posted on October 20, 2014 by David RichComments

Trying to improve customer service without collecting data on the success of your tactics is a wasted effort.

Many ideas for customer service improvements sound great on paper, but turn out to be meaningless to your customers. It’s even more problematic to stick blindly to with same old strategies when commerce is changing so rapidly.

Rather than investing time and money in every trendy customer service strategy, focus on ones that will allow you to continuously collect data and consistently improve the shopping experience.

Read More

Topics: Customer Experience, Blog

Is Satisfied Enough? Learning from the Middle of the Pack

Posted on October 16, 2014 by Kevin LeiferComments

It’s a no-brainer that high customer satisfaction indicates a positive shopping experience, and dissatisfaction indicates a problematic experience, but what does it tell you about the shopping experience when customers report that they’re just “satisfied”?

Customer satisfaction is a spectrum, and customers who say they are satisfied can be describing a wide range of experiences – none of which they found remarkable. These customers don’t harbor any particularly negative feelings to keep them from shopping with you, but they don’t have strongly positive feelings about your brand either.

Read More

Topics: Customer Satisfaction, Brand Experience

Are Pushy Sales Tactics Driving Your Customers Away?

Posted on October 14, 2014 by Nanette BrownComments

You’ve probably invested a great deal in creating strategies to increase your sales and get customers interested in your brand.

What you may not realize is that if your pushy sales tactics seem too aggressive, they may be driving your customers away instead of pulling them in.

Read More

Topics: Customer Satisfaction

3 Things Your Customers Mean by “I’m Just Browsing”

Posted on October 9, 2014 by David RichComments

There’s no question that training your sales associates to engage your customers can boost sales and gain customer loyalty, but what do you do when your customers say they don’t want help?

It’s especially difficult to engage with customers who are just browsing because they can mean so many different things, from “leave me alone” to “I already know what I’m looking for” to simply “I’m just killing time.”

If you keep following up with a customer who isn’t interested, you risk annoying them and damaging their perception of your brand. How do you identify the customers who are open to assistance, and offer them the kind of service they prefer?

Read More

Topics: Customer Experience, Blog, Brand Experience

What Do Your Customers Owe You?

Posted on October 3, 2014 by Kevin LeiferComments

Once you implement great service strategies to go above and beyond your customer’s expectations, they owe you their loyalty and will become repeat shoppers, right?

Wrong. Your customers don’t owe you anything. They can shop at any number of retailers and find similar products. If you don’t meet their needs, they’ll go somewhere else – and they have every right to.

I recently posted about the impact of customer retention on a company’s bottom line, and how clienteling strategies help you offer better service and earn customer loyalty. 

Read More

Topics: Blog, Brand Experience

The Benefits of Engaging Your Unhappy Customers

Posted on October 1, 2014 by Nanette BrownComments

Every company receives customer service complaints. But did you know that for every customer who bothers to complain, about 26 remain silent?

The typical business only hears from 4% of its dissatisfied customers. Of the 96% who don’t voice their complaints, 91% will “quit” that business and never come back.

Instead of ignoring customer complaints, or worse, getting defensive, view them as a gift that can help you improve your business and overall brand image. They present a golden opportunity to include your customer as part of the solution instead of viewing complaints as a problem.

Read More

Topics: Customer Satisfaction, Customer Intercepts, Blog

6 Ways to Compete with Amazon

Posted on September 30, 2014 by Kevin LeiferComments

Despite recent dips in stock prices, it doesn’t look like Amazon is going anywhere any time soon, and the company continues to expand into new markets. Competition with Amazon is fierce, but the good news is that the company’s broad focus leaves many gaps in customer experience, allowing both large and small retailers to compete.

But how can your brand retain more customers and draw new ones away from online discount retailers like Amazon?

Read More

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

How to Overcome Consumer Channel Overload

Posted on September 26, 2014 by Nanette BrownComments

A few years ago, mobile shopping was big news in the retail world, and businesses had to respond quickly in order to survive. Rather than lose access to their customers, many became omnichannel retailers to court savvy mobile consumers.

But the omnichannel marketplace has its challenges.

More and more, customers expect a seamless experience across all devices and channels. They expect brick-and-mortar stores to match the online price of a product. They expect to be able to experience a product before purchasing online. They expect to get timely notifications of new products and discounts.

Read More

Topics: Customer Experience, Omnichannel, Blog, Brand Experience

How Effective Company Branding Has Made Apple the Leader in Innovation

Posted on September 23, 2014 by David RichComments

On September 9, Apple CEO Tim Cook unveiled the iPhone’s next evolution, the iPhone 6. Among the expected upgrades—new A8 chip, iOS, iSight, etc. — comes a new feature: Apple Pay, powered by near field communication (NFC) technology.

The thing is, Apple Pay is far from original. Android users are already familiar with this technology, and it has been available to them for years.

Many Android users have openly mocked Apple’s “innovation” with ads welcoming Apple to 2012. For example, smart wearables, “the next big innovation,” are already here.

Read More

Topics: Customer Experience, Customer Satisfaction, Brand Experience

How Clienteling Strategies Increase Revenue and Customer Retention

Posted on September 19, 2014 by Kevin LeiferComments

According to KISSMetrics, 71% of consumers have stopped buying from a company because of poor customer service. Whether or not you tell your customers that you care about their experience with your brand, their perception is reality when it comes to your bottom line.

While it’s common knowledge that customer retention is much cheaper than finding new customers, many (perhaps most) companies focus on customer acquisition, even though it’s around 7 times more expensive.

Read More

Topics: Clienteling, Brand Experience

Customer Experience Update