ShepHyken

NOVEMBER 2, 2017

Here are three areas that your organization should review during your regular competitor analysis: Mystery Shopping. Take a step back from your organization, experience the customer journey your website provides and explore what consumers are saying about your brand to help improve your customer service.

Customer Service 76

Customer Service Social Media Analysis Advertising 76

ijgolding

JANUARY 27, 2016

I am therefore delighted to feature John’s first ever blog post – one that I am sure you will enjoy reading as much as me. There may be more life in Herr Einstein’s words about embracing the mysterious than you might at first think. Mystery shopper programmes. Anyway, getting back to the land of living.

Hospitality 120

Hospitality Social Media Metrics Trends 120

Ann Michaels and Associates

JANUARY 20, 2021

When we begin a mystery shopping program for a client this question is always front and center. In the chart above, mystery shoppers s cored this question among others in the customer experience evaluation. In a recent blog post, I wrote about how a business can improve NPS for a better customer experience.

Automotive 52

Automotive NPS Retail Measurement 52

BirdEye

JULY 10, 2023

In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. It provides good intel for our business.” Look for juicy tidbits in their company news, press releases, and blog posts to unlock actionable insights.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Helen Dewdney

NOVEMBER 12, 2020

You’ll see throughout my consumer blog posts, that one big common factor when making the biggest and/or longest complaints is the poor communication between departments. One store I sometimes shop in has put in one of those interactive screens where you tap on the answer. The Complaining Cow is a Mystery Shopper!

Tips 79

Tips Social Media Management Feedback 79

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Furthermore, we’ll provide a detailed glimpse into their daily routines and outline the essential components of their job description.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Ann Michaels and Associates

NOVEMBER 23, 2020

From mystery shopping to market research using various methodologies, everyone seems to be spying on everyone else. For the purpose of this blog post, we will zero in on the aspects of using online resources as a way to gain digital competitive intelligence. Digimind is a Strong Performer.

Strategy 52

Strategy Social Media Analytics Software 52

ShepHyken

JULY 20, 2018

There is now a commonplace expectation that your organization will provide instant feedback via these channels, and if it does not respond appropriately, the digital community will be instantaneously able to view your failure. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Social Media 47

Social Media Brands Consumers Customer Centricity 47

inmoment

NOVEMBER 6, 2019

Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. Reviews from mystery shopping companies and other traditional modes of quality assessment tend to accumulate over time. The Benefits of Adopting a Holistic CX Program .

Strategy 40

Strategy e-support Feedback Technology 40

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Furthermore, we’ll provide a detailed glimpse into their daily routines and outline the essential components of their job description.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

eGain Blogs

JANUARY 4, 2018

It has been restructured for this blog. This will provide consumers and agents with fast, accurate and consistent answers and intelligent process guidance, regardless of touchpoint. They should conduct mystery-shopping as a consumer and “mystery-serving” as an agent in their contact center to experience things for themselves.

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. The diagnostic route – Mystery Shopping and Walking the Processes.

Customer Journeys 40

Customer Journeys Exercises Analysis Customers 40

Second to None

AUGUST 7, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Yet despite all your efforts, some shoppers will abandon their shopping carts without completing a purchase. This will reassure customers who are concerned about online shopping.

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

Second to None

FEBRUARY 4, 2020

The majority of food and beverage purchases still happen in the store, but consumers’ online or mobile experiences impact those purchases much earlier in the shopping journey. consumer products leader. In our research, people saw room for improvement from grocers compared to digital experiences they find in other retail categories.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

CSM Magazine

JANUARY 13, 2022

According to a report by UPS, Generation Y or millennials, some of the largest consumers in the world, consider social media a part of their shopping experience. In this blog, we’ll focus on social customer service. You can take a huge leap on the path of captivating your customers by providing educational content.

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. Customer defection rates are getting worse.

Feedback 94

Feedback Case Study Guest Experience ROI 94

SurveySparrow

APRIL 8, 2024

Did you know that, according to the Mystery Shopping Providers Association (MSPA) Americas , there are more than 1.5 million mystery shoppers? In this blog, we will examine the benefits of a mystery shopping survey and how to create one effectively using a free template as an example.

Survey 52

Survey Self Service Policies Feedback 52

Opinionator

FEBRUARY 22, 2021

Neither have other traditional forms of on-location feedback including mystery shopping. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. Customer defection rates are getting worse.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. Customer defection rates are getting worse.

Feedback 88

Feedback Case Study Guest Experience ROI 88

Second to None

JULY 31, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Imagine reaching out to customer support with an issue and being provided with a proactive approach to the problem. It provides a transparent view of their conversations.

Study 59

Study Voice of Customer Consulting Brands 59

Second to None

AUGUST 30, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . You want your employees to be the best they can be, and to do that you need to provide them with the resources and tools they need to get there. Training is an important part of running a business.

Social Media 94

Social Media Loyalty Advertising Feedback 94

inmoment

JANUARY 28, 2020

Although mystery shopping was the brand’s previous method of receiving feedback, that tactic alone no longer cut it. Not only did this provide personalized insights to individual stores, but also drummed up friendly competition between franchises.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

Second to None

MARCH 23, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Survey analytics provide an inside look into the emotions behind your target market, so you will know what emotions to trigger to get the best results. Some common triggers include: Fear and Anxiety.

Analytics 66

Analytics Survey Voice of Customer Customer Centricity 66

Second to None

JUNE 5, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. However, AI technology has made it possible for even smaller brands to provide this level of support. Our solutions are developed on the basis of solid research and statistical science.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Second to None

FEBRUARY 6, 2019

In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Investing time to examine both survey data and general tendencies of consumers will provide you with a direction towards productive change. 2] His take? 1] [link]. [2] 2] [link]. [3]

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

APRIL 12, 2019

When companies actively differentiate themselves from their competition, they aim provide a one-of-a-kind experience for customers that others cannot. In a recent blog , we talked about the major influence that emotions have on the customer experience. Differentiation vs. Relevancy. It was the most relevant product on the market.” [2]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Second to None

AUGUST 23, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Duringthis rebranding process,it’s always important to remember to tap into a new demographic that you don’t completely alienate the previous demographic that provided success in the past!

Brands 59

Brands How To Voice of Customer Consulting 59

Beyond Philosophy

JUNE 9, 2022

People who have been shopping for a while (e.g., There is an old movie, Field of Dreams , where a farmer in Iowa plows under acreage of his fields to build a baseball field based on the urging of a mysterious voice whispering, “If you build it, he will come.” It could be that younger people want to do things a new way.

Self Service 89

Self Service Airlines Examples Interaction 89

SuiteCX

JANUARY 2, 2017

Use mystery shopping, ethnographic research, focus groups etc. They encourage customers to provide their preferences, remind them to change their passwords, and send alerts to customers whenever their transactions are out of their usual patterns. to get to know your customers on a deeper level.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

Use mystery shopping, ethnographic research, focus groups etc. They encourage customers to provide their preferences, remind them to change their passwords, and send alerts to customers whenever their transactions are out of their usual patterns. to get to know your customers on a deeper level.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

BirdEye

APRIL 5, 2023

In this blog post, we’ll share 150 business name ideas to help you hit the ground running. Take General Motors, for example — there’s no mystery about what they manufacture. Looka : This resource is primarily about logos, but it also provides a handy business name generator. Descriptive Who says you can’t be literal?

Government 98

Government Tips Social Media Consulting 98

inmoment

JANUARY 28, 2020

Although mystery shopping was the brand’s previous method of receiving feedback, that tactic alone no longer cut it. Not only did this provide personalized insights to individual stores, but also drummed up friendly competition between franchises.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Second to None

MAY 8, 2018

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Customer Enthusiast

MAY 14, 2015

I wrote about ways to initiate customer encounters in an earlier blog post. So common are they, that many service providers don’t really think about them. I know this to be true because every other month, I review 80 pages of mystery shopper evaluations for a local shopping center. So, what’s in a name?

Customer Satisfaction 40

Customer Satisfaction Retail Analysis Conference 40

Customer Enthusiast

MAY 14, 2015

I wrote about ways to initiate customer encounters in an earlier blog post. So common are they, that many service providers don’t really think about them. I know this to be true because every other month, I review 80 pages of mystery shopper evaluations for a local shopping center. So, what’s in a name?

Customer Satisfaction 40

Customer Satisfaction Retail Analysis Conference 40

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. Customer defection rates are getting worse.

Feedback 52

Feedback Case Study Guest Experience ROI 52

inmoment

JUNE 17, 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. InMoment’s research uncovered that 72% of digital non-buyers are only online to browse, research or comparison shop. So how can brands keep up with the change? Definition of Loyalty Diverges.

Trends 53

Trends Customer Experience Comparison Loyalty 53