Kerry Bodine

MAY 11, 2020

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. What parts of your experience can or should stay the same? And what do you need to do differently? How have our internal operations changed?

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

Second to None

OCTOBER 29, 2020

But how do you know if you’re doing enough? We helped BP ensure clear visibility to signage compliance. Online access to brand information, new policies, and product shopping is more important than ever. Read more: 3 Pitfalls to Avoid in Grocery Curbside Pickup Service. Here’s How to Solve the Mystery.

Measurement 118

Measurement Customer Experience Consumers Brands 118

InMoment XI

NOVEMBER 2, 2022

But how do those organizations design CX programs? What goes into deciding which interactions to scrutinize, the goals formed around that work, and so much more? What Is CX Design? We’ve all seen the little surveys that sometimes pop up after buying a sandwich, getting a car serviced, visiting a retailer, and the like.

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Support EXP

FEBRUARY 2, 2022

With more than 20 years’ experience and over one million customer experiences evaluated, our research has revealed a host of common mistakes financial institutions make when assessing performance and providing coaching to improve frontline service and sales delivery. The same applies to mystery shopping.

Effort Score 52

Effort Score Banking Financial Multi-Channel 52

Ann Michaels and Associates

JUNE 28, 2022

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Poor Customer Service. Sales Prevention.

Poor Customer Service 52

Poor Customer Service B2B Sales Survey 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. With the rise of the internet and communication technology, customer experience began to receive attention in the 1990s, and today, we live in a time where customer experience is paramount for every company. Customer service is merely one aspect of a larger whole : Customer experience.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. With the rise of the internet and communication technology, customer experience began to receive attention in the 1990s, and today, we live in a time where customer experience is paramount for every company. Customer service is merely one aspect of a larger whole : Customer experience.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Wired and Dangerous

MAY 19, 2020

At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”. Customer service can be a lot like the man in the house beside the track. We take it completely for granted. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes.

Customer Journeys 158

Customer Journeys Employee Engagement Training Financial 158

Experience Investigators by 360Connext

JANUARY 8, 2015

Who needs mystery shoppers? If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. what it should be. ” Sounds good.

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

Support EXP

APRIL 1, 2022

As a matter of transparency, it’s important for us to disclose that SupportEXP offers both survey and mystery shopping research options. Getting the RIGHT research instrument that firmly aligns to your reason for doing research is the first reality to face. 3) The Limbic Issue: I like to call this the “Limbic Light Up.”

Survey 52

Survey Tools Net Promoter Score NPS 52

Support EXP

APRIL 1, 2022

As a matter of transparency, it’s important for us to disclose that SupportEXP offers both survey and mystery shopping research options. Getting the RIGHT research instrument that firmly aligns to your reason for doing research is the first reality to face. 3) The Limbic Issue: I like to call this the “Limbic Light Up.”

Survey 52

Survey Tools Net Promoter Score NPS 52

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We sought recommendations from experts, vendors, and our competitors to see what they were doing in response.

Customer Experience 190

Customer Experience Hospitality Guidelines Airlines 190

Second to None

FEBRUARY 22, 2021

Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. . Just make sure to avoid these three main pitfalls in grocery curbside pickup service. Genuine, friendly service. Clean, sanitized, and spacious stores.

Consumers 71

Consumers Banking Brands Customer Satisfaction 71

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. In fact, we argue, that at best, it is a high cost, low success training tool. So what is the best way to do this?

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.”

Customer Expectations 132

Customer Expectations Customer Centricity NPS Technology 132

Ann Michaels and Associates

SEPTEMBER 9, 2019

Smiling is probably the most underrated gesture we can bestow upon one another. You never know what kind of day someone is having so why not try to make it just a little better. A smile can also do wonders for your business and the customer experience. A smile can also do wonders for your business and the customer experience.

Net Promoter Score 80

Net Promoter Score Airlines Retail Measurement 80

Second to None

FEBRUARY 22, 2021

Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. Just make sure to avoid these three main pitfalls in grocery curbside pickup service. Genuine, friendly service These are difficult times.

Consumers 62

Consumers Banking Brands Customer Satisfaction 62

Ann Michaels and Associates

MARCH 26, 2021

Mystery shopping has been used by a variety of businesses for decades. Most of the time, mystery shoppers are used to make key evaluations of employee behaviors and to evaluate the customer experience. They evaluate what employers train for. Getting a 100% mystery shop report from your employer can mean a lot.

Guidelines 52

Guidelines Study Retail Policies 52

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. Yet, in the face of poor scores, what happens at many organizations is denial and rationalization. Build out your broad-based customer service standards and guidelines. . Double down on customer service training. It will pay off.

Survey 215

Survey Customer Service Guidelines Comparison 215

Helen Dewdney

NOVEMBER 12, 2020

Search well and you can find lots of help in improving your customer service and experience, sales etc. 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?!

Tips 79

Tips Social Media Management Feedback 79

InteractionMetrics

APRIL 16, 2024

What’s the missing link? Second, which is a much bigger problem, companies often work from a definition of customer experience that’s outdated, limited in scope, and misses the nature of what experience really is. So, what is the customer experience? Explore: Values: What do your marketing materials advertise?

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

Ann Michaels and Associates

APRIL 20, 2021

Customer Service during the pandemic was something that was not on most people’s radar. As we begin to vaccinate more and more people, businesses are beginning to open up again. No longer should you just do the status quo. Evaluate Customer Service Levels Before You Get Busy. Gain Customer Service Insights.

Customer Service 40

Customer Service Hospitality Insurance Measurement 40

Second to None

JUNE 12, 2018

Typically, if your organization is able to accomplish this level of service, then it means you are trending closer towards more growth opportunities. Mystery shopping programs are an effective method of capturing this data and can serve as a foundational tool for success within your growing infrastructure. 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Ann Michaels and Associates

MARCH 13, 2020

Let’s face it- if we knew our customers’ expectations every second of every day, we would work hard to meet them. What do your customers expect? “ Service is praised or criticized because of expectations.” Listen: It sounds so easy to say, but harder to do. Mystery shopping?

Omni-Channel 64

Omni-Channel Customer Expectations Management Social Media 64

Ann Michaels and Associates

JANUARY 20, 2021

When we begin a mystery shopping program for a client this question is always front and center. When measuring the time it takes for the customer to be greeted upon entering the store, we must consider a variety of things. This is what they train their staff to do. See the difference?

Automotive 52

Automotive NPS Retail Measurement 52

Ann Michaels and Associates

JANUARY 25, 2021

Customer Service & Social Media. Plymouth Live broke the story about a customer shopping, minding her own business in a Lidl Grocery Store, when suddenly she was asked to step in the back. The staff member used the excuse that they have had a lot of mystery shoppers in the stores during December. ” “Lovely.

Social Media 59

Social Media Groups Customer Service Management 59

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Self Service 88

Self Service Airlines Examples Interaction 88

Second to None

JUNE 29, 2018

In order to provide this specialized service, you must first identify the individual parameters that are desired by your target consumer base. Poor service can be poisonous to an organization hoping to improve customer retention rates, but there is no universal definition as to what makes an experience dissatisfying.

Voice of Customer 54

Voice of Customer Customer Retention Loyalty Consumers 54

SurveySparrow

NOVEMBER 28, 2023

But what exactly is the Kano Model, why is it used, and how can it elevate your business game? Let’s get started, shall we? What is the Kano Model? That unexpected delight is what the Kano Model is all about. We’ll look into them in detail. What are the five requirements of the Kano Model?

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. We do so by asking, “On a scale of 0-10, how likely are you to recommend our brand to your friends or family?”

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Magellan Solutions

SEPTEMBER 23, 2021

Market Research Services SMEs Can Outsource. Understanding what market research is and how best to use research methodologies to your advantage is vital in reaching your target customers and increasing ROI. Magellan Solutions list some types of market research services that you can outsource to us: Online Surveys. Shop-Alongs.

Marketing 52

Marketing Analysis ROI Survey 52

Stella Connect

JUNE 15, 2017

How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Is your current mystery shopping program paying off? Most retail brands embrace the concept of mystery shopping. They know they need to understand what’s happening in their stores. Low Standards.

ROI 40

ROI Measurement Brands Omni-Channel 40

Second to None

MARCH 2, 2021

But how can you do that? How Do Consumers “Experience” a Brand? Brands that make an effort to understand what their customers are going through, especially in challenging times, can build a deeper connection to customers that can last well beyond the tough moments. and “What are their preferences?” Offering a warranty.

Consumers 109

Consumers Brands Customer Experience Social Media 109

Helen Dewdney

OCTOBER 8, 2020

It is the fourth day of Customer Service Week. Today the theme is Leadership: Championing customer service in the boardroom. Customer service at Board level. How often is customer service discussed at Board level in your company from the point of view of the customer? What else do we need to know?

Customer Service 47

Customer Service Social Media Exercises Customers 47

Helen Dewdney

OCTOBER 25, 2021

Major supermarket online shopping hit by mystery attack? You have paid for a service and under the Consumer Rights Act 2015, if you have not received the service you paid for, you are entitled to a refund. So, what are your rights if your personal data is exposed as a result of a breach? What happens next?

Case Study 82

Case Study System Data Groups 82

Wired and Dangerous

AUGUST 20, 2018

At precisely 2 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”. Customer service can be a lot like the man in the house beside the track. We take it completely for granted. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

Innovative CX

JULY 1, 2020

Contacted one of your customer service representatives to place an order or resolve an issue? What’s my point? We overlook the basics of experiencing what our customers experience when they interact and buy from us. We fail to “experience the experience!” We are all consumers. We are all somebody’s customer.

Customer Experience 52

Customer Experience Customer Service Representative Customer Journeys B2C 52