Talk Shop and Industry News

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

Customer Experience Insights

Creating Buyer Personas to Improve Customer Experience

Meet Michael. Michael is a senior sales manager for a national brand. He’s in his mid-40s, holds an MBA, and has been with his current company for over 10 years. With so many associates to keep track of—not to mention his own goals to meet—Michael wants to find a way to...

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Mystery Shopping Insights

Does Your Mystery Shopping Company Practice What They Preach?

The ultimate goal of a mystery shopping company is to improve customer experience. Consider the irony: While your mystery shopping company may, in fact, help improve the experience of your customers, you, as their customer, have a poor experience working with the mystery...

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Customer Surveys Insights

Survey Fatigue: How to Get Accurate Customer Feedback When They’re Tired of Taking Surveys

“Twenty questions” can be a fun game when you’re trying to get to know someone. However, that many questions can be overwhelming for customers who are trying to get on with their lives. While it’s important for brands to gather customer feedback for many reasons (to measure...

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Customer Loyalty Insights

How Brands Can Build a Cult Following

From the “Trekkies” of the 1960s to the “BeyHive” of today, consumers crave a sense of belonging. But these tribal connections aren’t limited to just books, bands, and shows. A sense of belonging can also be a powerful emotion in a brand’s customer experience. Considering nearly...

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Customer Experience Insights

Why the Post-Purchase Customer Experience May Be Just as Important as the Sale Itself

The customer journey doesn’t stop after a purchase is made. While the ultimate goal of any business is the sale, if you want to encourage repeat customers, brands should put the same focus on the post-purchase customer experience as well. The post-purchase customer experience...

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Customer Experience Insights

How to Improve the Ecommerce Customer Experience

Online or shopping mall? Customers are increasingly choosing online stores over brick and mortar locations, with ecommerce sales representing more than half of all retail sales growth last year, according to the U.S. Department of Commerce. As with any business in today’s “age...

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Customer Experience Insights

Going Mobile… Good or Bad for your Business?

E-Commerce has created a significant impact on today’s consumers due to the convenience it provides. Not only can consumers research and purchase products from the comfort of their homes or offices, but due to email automation and intense algorithms, product suggestions based on...

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Customer Service Insights

How to Reduce Your Customer Churn Rate

Customer come and go, but eventually, the losses add up. According to Gartner, 80 percent of a company’s future revenue will come from just 20 percent of its existing customers. When measuring the success of your business, make sure to look at your failures, too. In order to...

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Customer Experience Insights

How A Strong Associate Retention Strategy Can Improve Your Customer Experience

Associate experience impacts the customer experience more than you might realize. With the recent pandemic, small businesses are especially vulnerable to employee churn. The engagement your associates have in their work stems from how they are treated by management and their...

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Customer Experience Insights

Bringing Emotion into the Customer Experience

In today's ever-changing digital climate, brands are leveraging the power of technology to improve their experience design in groundbreaking ways that didn't even exist a few years ago. However, despite these great advancements, Forrester found that emotion remains the biggest...

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Accurate, Immediate, and Relevant

Our mystery shop program has been that change agent for us. This program has helped instill great confidence in the accuracy, immediacy and relevance of the data – which has driven operational improvements, a better guest experience and positive business results.