ShepHyken

FEBRUARY 16, 2018

Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the ability to place this data alongside information from the rest of the industry, then you will be unable to accurately reflect how you stack up.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Opinionator

JULY 21, 2019

Why it simply doesn’t work and what to use instead. What is Mystery Shopping? First established in the early 1940s, mystery shopping has been around for a while. The purpose of mystery shopping is to measure employee integrity and operating standards. So what is the best way to do this?

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

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

ShepHyken

NOVEMBER 2, 2017

Taking a look at your closest competitors and analyzing not just what they do well but what customers also dislike can help your organization to take a step in the right direction to improving your customer’s experience. Here are three areas that your organization should review during your regular competitor analysis: Mystery Shopping.

Customer Service 76

Customer Service Social Media Analysis Advertising 76

CX Workout - Ideas Blog

MAY 17, 2021

In this webinar, Decooda’s Chief Insights Officer, Kirsten Zapiec, and IntelliShop’s Vice President, Greg Dale, demonstrate how to take insights and turn them into outcomes through effective mystery shopping integrated with imaginative questions. They miss taking their time to shop. Start planning the transition now.

Video 88

Video Retail Customer Experience Training 88

BirdEye

JULY 10, 2023

It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. It’s about discovering what your business is doing right and where it can improve.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Helen Dewdney

NOVEMBER 12, 2020

But perhaps it’s time you looked at what a seasoned complainer gets most annoyed about, the annoyances you don’t know about and the people you don’t reach when gaining feedback and then what you can do about it?! Also what they will do with “Rules”. 1) Dealing with customers on the telephone. Absolute pet hate of many customers!

Tips 79

Tips Social Media Management Feedback 79

Ann Michaels and Associates

JANUARY 20, 2021

When we begin a mystery shopping program for a client this question is always front and center. This is what they train their staff to do. In the chart above, mystery shoppers s cored this question among others in the customer experience evaluation. How important is the customer greeting? See the difference?

Automotive 52

Automotive NPS Retail Measurement 52

SurveySparrow

MAY 5, 2024

But here’s the thing—how do you find the perfect gift when you have no idea what they want? Before we get into the questions…there might at least be a few of you who might be thinking… What is a Secret Santa? I’ll add a step-by-step guide on how to do it at the end of the blog. Don’t worry!

Survey 52

Survey Tools Customer Experience Video 52

ijgolding

DECEMBER 9, 2014

The purchase (actually conducted as a mystery shopping exercise whilst in my role as Head of Group Customer Experience at Shop Direct) has led to me experiencing another certainty in my life – my annual ‘Happy Birthday’ email from JD Williams. The annual celebration of our birth is one of them.

Hotels 212

Hotels Customer Retention Retail Communication 212

Ann Michaels and Associates

JUNE 26, 2020

This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. ” What came first the chicken or the egg? Consumers enjoy shopping at Target. What more can you ask for?

Examples 52

Examples Social Media How To Retail 52

Wired and Dangerous

AUGUST 20, 2018

At precisely 2 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”. What a fabulous opportunity we have today! What are you doing to keep them engaged? Call your department, disguise your voice and request something out of the ordinary and watch what happens. One night no train came through.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

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

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. In our survey, we collected some interesting anecdotal data as well through an open-ended question: “What do you dislike most about holiday shopping?” The Month in Customer Service Blogging.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? 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.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

SuiteCX

MARCH 22, 2017

Companies are drowning in data and really don’t know what is important and what isn’t. They execute customer journey mapping where the brand looks at the current end to end customer journey based on what they think is happening. Customer experience is not about what you think customers are doing or want.

Company 113

Company Customer Journeys Net Promoter Score Customer Experience 113

Innovative CX

JULY 1, 2020

We overlook the basics of experiencing what our customers experience when they interact and buy from us. By understanding what it really means to be one of your customers, we can experience firsthand the challenges they face and the frustrations they experience with our products and services. We know what makes us happy.

Customer Experience 52

Customer Experience Customer Service Representative Customer Journeys B2C 52

eGain Blogs

JANUARY 4, 2018

It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? I can cite two surveys to support my claim: A survey of contact center customer service agents where they told us what the biggest pain points were for them when a customer was on the line. Empathy helps drive action!

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

SuiteCX

MARCH 22, 2017

Companies are drowning in data and really don’t know what is important and what isn’t. They execute customer journey mapping where the brand looks at the current end to end customer journey based on what they think is happening. Customer experience is not about what you think customers are doing or want.

Company 100

Company Customer Journeys Net Promoter Score Customer Experience 100

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. So just what is The Bad News About Comment Cards? What Does Taking Action Mean? Still Using Paper Comment Cards? There is no good news about paper comment cards, as they have never been an effective feedback tool. Additional detail.

Feedback 98

Feedback ROI Analysis Video 98

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

FEBRUARY 4, 2020

People are making decisions about what goes in the grocery cart long before they get to the shelf or even the store,” said Barb Renner , vice chairman, Deloitte LLP and U.S. What grocery consumers want: convenience, curation and integration. To learn more about the impact of digital Deloitte for PRNewswire.com.

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. We’ll explore what exactly it means and some tactics to render impeccable social customer service. Wondering how?

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Choosing a CX Metric to Measure.

ROI 86

ROI Measurement Effort Score How To 86

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. For many businesses they are double digit per year – so clearly the outdated comment card is not up to the task of obtaining guest satisfaction scores or what to do. So Just What is The Bad News About Comment Cards?

Feedback 94

Feedback Case Study Guest Experience ROI 94

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Lower AHT indicates quicker issue resolution. High FCR rates reflect efficient problem-solving.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

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. What makes customers leave their carts without buying?

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

Opinionator

FEBRUARY 22, 2021

Neither have other traditional forms of on-location feedback including mystery shopping. For many businesses they are double digit per year – so clearly the outdated comment card is not up to the task of obtaining guest satisfaction scores or what to do. So Just What is The Bad News About Comment Cards?

Feedback 86

Feedback Case Study Guest Experience ROI 86

CX Journey

JULY 19, 2016

It appeared on their blog on April 5, 2016. Rather than looking at information from a distance –- in an office, for example –- regarding process issues, managers should go see for themselves what is happening. Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. I've made minor updates since then.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

Beyond Philosophy

MAY 23, 2019

These moments are what we call “friction.” In 1997, Jeff Bezos was talking about frictionless shopping. By the way, I Googled How to Open a Blister Pack, and this is what I found: Ingenious. It’s No Mystery Why “Main Street” Can’t Keep Up. Upon hearing our request for a repair, she asked us if we knew what time it was.

How To 79

How To Transportation Retail Ecommerce 79

Opinionator

NOVEMBER 29, 2020

Neither have other traditional forms of on-location feedback including mystery shopping. For many businesses they are double digit per year – so clearly the outdated comment card is not up to the task of obtaining guest satisfaction scores or what to do. So Just What is The Bad News About Comment Cards?

Feedback 88

Feedback Case Study Guest Experience ROI 88

Beyond Philosophy

JUNE 9, 2022

What’s the human thing behind it? People who have been shopping for a while (e.g., older generation X, Boomers, and Silent Generation) form Reference Points about what that interaction should be like. Many organizations bust their backs trying to deliver excellent Customer Service. Self-Service Versus Full Service .

Self Service 88

Self Service Airlines Examples Interaction 88

Ann Michaels and Associates

MAY 14, 2021

I would guess that this increased a lot this past year during COVID, with most of us increasing our online shopping. in fact, we wrote about Apple Ratings and what it may do to the Review Economy down the road in a recent blog post. However, is this a good strategy? Do surveys still play an important role? The Case For Surveys.

Survey 45

Survey Social Media Entertainment Fashion 45

BirdEye

APRIL 5, 2023

In this blog post, we’ll share 150 business name ideas to help you hit the ground running. Reflects what the business stands for Your business name should be a reflection of what your company stands for, including your mission and vision. Take General Motors, for example — there’s no mystery about what they manufacture.

Government 98

Government Tips Social Media Consulting 98

Second to None

APRIL 24, 2018

The following article is a guest post submitted by Jim Rulison from Media Loop , an organization dedicated to helping brands reach more prospects, optimize their strategize and increase sales: 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.

Marketing 59

Marketing Advertising Social Media Voice of Customer 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. . Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty? They are what make your business human. But what does it really mean for an employee to be loyal?

Social Media 94

Social Media Loyalty Advertising Feedback 94

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] So why attempt to fix what isn’t broken? First, you need to equip your CX team with the tools that allow them to efficiently deliver what customers demand. 2] His take?

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67