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Our blogCustomer experience enhancement: Keep it clear is no small potatoes
Customer experience enhancement can lead to big results and sometimes just takes a little common sense. A case in point: The customer at the grocery store was interested in a package of baby red potatoes, but they were not marked and there was no signage indicating...
Customer service satisfaction: Don’t be *that* guy
Keeping your promises can go a long way toward customer service satisfaction. Randy and I got along swimmingly. We got to be good buddies, actually. Randy (not his real name) was the customer service person assigned to my account as I tried to launch a new software...
Increasing customer loyalty when customers want it now, and then not necessarily forever
Increasing customer loyalty requires understanding today's customer. It’s no secret that today’s customers want fast, efficient service. In a recent survey, when customers were asked what they wanted most in customer service, the vast majority (80 percent) said they...
Mystery shopping: A way to know thy competition?
Your business may stand out from the crowd today, but to think it always will is to put yourself in danger of losing customers. Someone else out there is, no doubt, working at this very moment on something bigger, better, and different from you. According to this...
Customer experience: Do the right thing…even if you are not to blame
Today we have an example of how to create a positive customer experience. Even when the problem isn't your responsibility. A customer called to have his high-efficiency home furnace serviced. The technician who came to do the service work quickly realized there were...
Customer service: apply these four core beliefs
According to this article from SalesThroughService.com, the key to providing excellent customer service is to keep it simple and to do it well. That makes sense. The author asserts that one way to simplify the way you think about the customer service you provide is...
October 2015 Bank Mystery Shopping Client Newsletter
Our October, 2015 Bank Mystery Shopping Client Newsletter features: You are not in control of your business - Your customers are! How to stand out in a crowd: Differentiating your Financial Institution More killer phrases Upcoming Events Click the link below to read...
October 2015 Retail Mystery Shopping Client Newsletter
Our October, 2015 Retail Client Newsletter features: You are not in control of your business - Your customers are New data shows independent retailers are missing a sales trick More killer phrases Upcoming Events Click the link below to read the full issue of the...
The Most Effective Mystery Shopping Programs
Dissatisfied customers tell an average of 10 people about their bad experience. One in five tells 20 people. It’s painfully obvious what this can do to your bank’s reputation and profitability. But what can you do to build customer loyalty and avoid this erosion? How...
CUSTOMER SERVICE: Four rules to follow
This article from Staples.com reviews the principles outlined in the book Innovating Analytics, by Larry Freed, a customer experience and analytics expert. The author proposes four rules for enhancing customer loyalty. 1. Customer retention should be priority one...