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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...
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...
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...
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...
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...
Mystery Shopper Insights
How To Be a Successful Mystery Shopper
While getting paid to shop sounds like a fun (and easy) job, being a mystery shopper requires multiple skill sets in order to be successful. Our robust, in-house team of Field Staff Coordinators got together to brainstorm what skill sets they feel define a successful mystery...
Customer Experience Insights
What Makes a Great Manager?
All business managers have a certain set of skills acquired from their previous experience that mold them professionally—allowing them to form their own unique leadership style. While no leadership style is "wrong", a Gallup study found that companies fail to choose the...
Customer Experience Insights
Using Big Data to Improve the Customer Experience
In today's age of the customer, organizations have access to more customer data than ever. From social media and website analytics to customer feedback and insights from mystery shopping, data has never been more easily accessible. It's also never been more important for brands...
Customer Experience Insights
How Your Organization Can Optimize Its Experience Design
As a customer-centric brand, it's easy to get focused on one part of the customer journey. However, it's become increasingly important for brands to look at all the ways to leverage products and service within the overall customer experience to engage and retain customers. Learn...
Mystery Shopping Insights
What You Should Never Do With A Mystery Shopping Report
Mystery shopping is the best way to understand your business from your customers' point of view. It allows you to understand how your customers experience your brand and see your business from all angles. The purpose of a mystery shopping program can range from ensuring your...
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