by studio98 | Jul 29, 2016 | Businesses
The clerk at the local hardware store was new to his job, one could tell, and he was having difficulty finding the right item in stock. Then the computerized cash register gave him problems, making the transaction take twice as long as it should have. Nonetheless, the...
by studio98 | Jul 15, 2016 | Businesses, Other
A focus on customer experience by marketers should instead become a focus on customer management, according to this article from AdAge.com. A customer experience focus has become extremely popular in recent years, with 89 percent of businesses now saying they compete...
by studio98 | Jun 13, 2016 | Businesses
1. Share mystery shopper results with all appropriate departments. For example, if you are in marketing but the results could influence decisions in training…or Branch Administration…or Operations…or HR, share. That way the study will have more...
by studio98 | May 17, 2016 | Businesses
It’s no secret that retail businesses are struggling these days. With so many 24/7 choices available to the customer at any given time, it’s hard for a retail shop to stand out from the crowd. Today’s customer can buy in the middle of the night, from her iPhone,...
by studio98 | May 3, 2016 | Businesses
The author of this article points out that less than 10 percent of customers who had been trying to resolve a customer service issue experienced a “seamless” process along the way . This is bad news for those businesses where there are multiple systems in place and...
by studio98 | Mar 11, 2016 | Businesses
Today’s customer service is often about self service. Technology has made it possible for a customer to find you easily and, quite often, to solve problems on their own. This is not necessarily a bad thing, according to this article on the changing role of...
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