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Our blogCustomer service: What was trending in 2015?
The website Customer Think has put together its annual year-end review, looking at some customer service trends seen during 2015. Just some of their findings include: Self-serve is growing: In some restaurants, customers got to order their meals via tablet computers,...
Customer experience: It’s possible to over-kill on friendliness and customer surveys
A friend of mine is a very regular customer of the Enterprise car rental company. In their jointly run business, she and her husband are so regular that the company’s stellar customer service and customer attention has reached the “annoying” level. Recently, they...
Mystery shopping: Plan an effective program
A well-planned mystery shopping and customer service survey program are really advanced marketing tools that any business should consider using, according to this article. The results can be well worth the investment. Here are tips on how to set up an effective...
Customer service: Keep your customers in the loop
The customer of a major electric utility received a bill stating that the previous month's bill had not been paid and was overdue. This concerned him, as he was the type of person who always paid his bills promptly and, in fact, he had earlier arranged to have the...
December 2015 Mystery Shopping Client Newsletter
Our December, 2015 Mystery Shopping Client Newsletter features: Using a Third Party Take the Mystery Out of Mystery Shopping A Different Way to "Listen to the Customer" More killer phrases Upcoming Events Click the link below to read the full issue of the newsletter...
Retail customer experience: Is your place of business driving your customers mad?
I may just have been out shopping too long in the busy holiday season, but suddenly every sound and sight in the stores was bugging me. The music was too loud in one place. There was a persistent beep-beep like the backing up of a garbage truck in another; it hurt my...
Mystery shopping programs to assess financial services sales staff
To provide the best possible customer experience, you need to understand consumer behavior and customer preferences. This is especially true of the sales staff in a typical financial institution such as a bank or credit union. Of particular concern is whether sales...
Fourth Quarter 2015 Mystery Shopper Newsletter
Our Fourth Quarter 2015 Secret Shopper Newsletter features topics of interest to the mystery shopper, including: Tips for getting the most and best shops in your area Tips for being a better shopper Hot Spots Click the link below to read this full issue of our...
Customer loyalty: Don’t lose it over a lemon
Customer loyalty is a precious commodity for any business. In my small town there is exactly one place to dine out for breakfast. Consequently, nearly every resident could be considered a loyal customer of the place. One of my neighbors actually goes there every day...
November 2015 Bank Mystery Shopping Client Newsletter
Our November, 2015 Bank Mystery Shopping Client Newsletter features: The 4 Basic Behaviors of Servcie Excellence A Complaint is a Complement More killer phrases Upcoming Events Click the link below to read the full issue of the newsletter for our bank mystery shopping...