Talk Shop

Gather some practical tips, stay up to date with the latest in customer experience, and learn what we’re paying attention to at IntelliShop.


Showing entries tagged Customer Experience

Own Your Customer Service

A recent article in USAToday reports that, "The government is introducing sweeping protections for fliers to bar long tarmac delays on international flights; require airlines to reimburse bag fees if luggage is lost; and pay people double if they're bumped off flights." The...

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Asking The Right Questions

Mystery shops are a great way to measure if a company’s procedures and protocols are being followed by a company’s associates. Are the floors clean? Are you greeting each customer within 10 seconds of entering the store? How long is the average wait for service? All of these are...

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The Value of $18

Rather than take a plane to Chicago to meet with some of my clients, I decided that, for fun, I would try the train. (Blame it on my recent visit to Cincinnati’s beautifully-preserved, sickeningly Art Deco Union Terminal train station, coupled with my love for old movies in...

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When You Give Your Customer A Lemon...

Before I found my true calling as a Client Services Manager at IntelliShop, I made my living as a fishing guide in the Florida Keys. Being in my small boat with my customers, 8 hours or more at a time, miles from civilization, was the crucible that helped forge my understanding...

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Rogue Mystery Shoppers

Many companies choose to employ mystery shoppers and mystery shopping companies to ensure their employees are offering the best and most reliable service they can. Firms improve the customer service they offer, shoppers earn money, and sometimes employees even receive bonuses...

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No Roses on Valentine's Day

We have a little flower shop here in Perrysburg. It's a block from my house, and I buy a lot of flowers and other stuff there. For the past several years on Valentine's Day, I walk in and buy a dozen roses for my lovely wife Lori. This year, when I arrived mid-afternoon and...

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That's Just The Way It Is

Bruce Hornsby famously sang, “That’s just the way it is. Some things will never change.” A younger generation of readers will recall those lyrics as they were sampled by 2pac some years ago, and the words are no less relevant now. Dr. Chip Bell, an expert consultant on customer...

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Thieves In Florida Provide A Better Customer Experience

An article in this week's Time Magazine describes how thieves are using more sophisticated techniques and technology for identity theft. They steal ATM account numbers and PIN codes, then create new ATM cards and withdraw thousands of dollars from customers' accounts in a short...

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Jump Start 2011 Sales & Staff Motivation

Want an easy way to jump-start your sales in 2011, while at the same time helping your associates and managers avoid or get out of the post-holiday blahs? Run an upsell contest and reward your star performers. Studies have shown that uspell contests measured using active mystery...

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Customer Service Opportunities Are Everywhere

How many opportunities for providing good customer service are there in one simple store visit? My wife Lori visited the local store of a national warehouse chain today, one she goes to often, and that she usually has a good experience at. Today…not so much. Among the things she...

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