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Customer Experience Insights
How Micro Moments are Maximizing the Customer Experience
Each person experiences 20,000 moments every day, so says Nobel Prize-winning scientist Daniel Kahnema. Among these moments, there are what Google calls “micro moments,” or moments when someone is looking for answers, discovering new things, or making a decision to know, go, do,...
Customer Loyalty Insights
How to Leverage Loyalty Rewards Programs to Improve Customer Experience
It’s no secret loyalty rewards programs can be popular among customers. However, just because you have one, doesn’t necessarily mean it’s effective. According to a report by Bond Brand Loyalty, the average consumer belongs to about 14 loyalty programs, but uses fewer than half...
Mystery Shopping Insights
Why Mystery Shopping Programs Go Stale
Mystery shopping is a great way to gauge customer experience. Shoppers are deployed to objectively evaluate their experience and report their observations. Their feedback is then used to create rewards programs, validate practices, train associates, and improve the customer...
Mystery Shopping Insights
IntelliShop ― Named a Best Mystery Shopping Company
When it comes to mystery shopping companies, you want to make sure you’re working with a reputable company that is known in the marketplace. Not only is IntelliShop a Better Business Bureau accredited business with an A+ rating, but we’ve also been lucky enough to have the...
Customer Experience Insights
Hiring Associates with Customer Experience in Mind
Customer experience is not a “job responsibility” that’s limited to one person or even one department. It’s important to get every associate—from the frontlines to non-customer-facing positions—on board with your brand’s standards for customer experience. In fact, research by...
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...
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...
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...
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...
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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IntelliShop’s COVID-19 Compliance Check and Greeter Services are instrumental in the successful execution of our health and safety requirements. Our high IntelliShop Audit scores provide us the confidence in our stores ability to pass any external audits conducted by local health, safety, labor, or other agencies, while at the same time creating an environment that promotes a safe shopping experience for our customers.
