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

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

Measuring Customer Satisfaction In Business Today

Posted on April 2, 2015 by Nanette BrownComments

The greatest benefit to measuring customer satisfaction comes from discovering your opportunities and what you can do to drive satisfaction among your customers. The hard truth is, in today’s too-busy, information-overloaded world, it is becoming more challenging to get customers to complete a survey.

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

Retail Selling Tips For 2015: Our Top 20

Posted on March 26, 2015 by Kevin LeiferComments

“Excellence is a tremendous amount of fun; mediocrity is not.” — Kip Tindell CEO for The Container Store

Creating an excellent retail experience that gets customers to buy more is the goal of many businesses. But what does it take to do that?

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Topics: Mystery Shopping, Customer Experience, Blog

Get Your Associates to Love Your Mystery Shopping Program

Posted on March 18, 2015 by Nanette BrownComments


To get the most return on your investment in mystery shopping, you must ensure that both field managers and associates understand the benefits and mechanics of the mystery shopping program. Mystery shopping helps communicate well-defined standards of behavior that lead to satisfied customers, and increases the probability that those standards of behavior are consistently delivered to the customer, regardless of which of a retailer’s hundreds of locations visited.

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

What Can You Learn from Mystery Shopping?

Posted on March 10, 2015 by Kevin LeiferComments

Your company is working hard to create an exceptional in-store experience, but are your customers actually seeing your efforts?

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

Shared Feelings in the Sharing Economy

Posted on March 6, 2015 by Nanette BrownComments

Would you:

  • Give a ride in your car to a complete stranger?
  • Have a group of strangers over to your house for dinner?
  • Let a complete stranger stay in your guest room?
  • Give your house key to a stranger to let them walk your dog when you are not home?
Five years ago, you would probably have thought these beh

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Topics: Mystery Shopping, Customer Experience, Blog, Brand Experience, Articles

The 5 Wins of In-Store Customer Engagement

Posted on February 26, 2015 by Kevin LeiferComments

Customer engagement is the relationship that exists between a customer and a brand, product or service. The exact definition of customer engagement (and the role of customer experience in creating or enhancing customer engagement) is the topic of much debate in the marketing community. However, no one disputes that engaged customers are increasingly beneficial to businesses.

And the power of engaging customer in-store is even stronger, delivering nearly immediate and direct bottom line benefits. There are five results of in-store customer engagement that create big wins for businesses:

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Topics: Mystery Shopping, Customer Experience, Blog

Crafting a Killer Holiday Omnichannel Strategy

Posted on November 13, 2014 by David RichComments

In the world of modern retailing, an omnichannel strategy is vital to staying competitive and building loyalty with your customers.

It’s even more important to have a solid strategy for connecting with your customers during the holidays, when your potential to make or lose sales is at its peak.

Just as the holidays are your busiest time, this season is the peak purchasing period for the average consumer, when their attention is more fragmented. 

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Topics: Customer Experience, Blog

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.

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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:

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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.

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Topics: Customer Experience, Blog

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?

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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. 

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Topics: Blog, Brand Experience

Customer Experience Update