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
Top Holiday Shopping Trends for 2018
So you’ve made it past the craziness of Black Friday and Cyber Monday but what is there to say about the rest of this holiday season? Take a look at this holiday season’s top 5 shopping trends. Higher spending. While 87% of shoppers will be looking for for the best deals when...
Customer Experience Insights
5 Reasons Companies Implement An IntelliShop CX Assessment Program
Customer experience is more critical than ever to your success. Having information you can act on can help you uncover the exact actions you need to go from good to great. Check out the top 5 reasons why companies implement an IntelliShop CX Assessment program to drive improved...
Mystery Shopping Insights
The Making of an Effective Mystery Shopping Questionnaire
Intellishop exists to help our clients see their business through the eyes of their customers, and in so doing, find a road map to improvement. At the most basic level, our process can seem simple and easy. We send mystery shoppers to our clients’ businesses, have them gather...
Mystery Shopping Insights
Post Training Strategies: Use Mystery Shopping to Know What’s Sticking.
Well trained employees are clearly a major priority for American companies. In 2016, U.S. employers spent more than $70 billion on employee training programs, and more than 40% of that training involved an instructor working with employees individually or in a group setting. For...
Customer Experience Insights
Best Practices for Measuring Your Retail Customer Experience
How Customer Satisfaction Surveys and Mystery Shopping Program Can Work Together. By Chris Denove, Senior VP, Research & Analytics As a general rule, customer satisfaction surveys are a great way to understand how your customers subjectively “feel” about their experience...
Customer Experience Insights
The Difference Between Customer Research and Actionable Customer Research
What do our customers think of us? It’s a key question for every company with a product to sell or a service to offer, and many companies go to great lengths conducting customer satisfaction research in an attempt to gather worthwhile data on their customers’ experiences. Too...
Customer Experience Insights
Customer Engagement During Return
Brick and mortar retailers have become more focused on a “buy online and return in-store” customer experience, a way to provide additional convenience for customers wanting instant gratification. Consumers sometimes cannot find the time to mail a product back to exchange it for...
Customer Experience Insights
How An Entirely Fake Restaurant Became London's Hottest Reservation
From fortune.com By Davis Z. Morris, December 10, 2017 A London-based writer has illustrated how easy it is to manipulate review sites like TripAdvisor, by pushing an entirely nonexistent restaurant to the top spot in all of London. Vice writer Oobah Butler – who also recently...
Customer Experience Insights
How Technology Is Changing the Mystery Shopper World for SMBs
From business.com By Mona Buchnell, December 21, 2017 Online review websites and an increase in low-cost mystery shopping companies have led to more ways for busy entrepreneurs to understand shoppers' minds. Implementing best practice policies, employing experienced managers and...
Customer Experience Insights
When in doubt, re-read rule one
“Seth Godin is someone whom we respect, especially his views on customers and taking care of them. His blog piece below is yet another example of how he “gets it” and is trying to help others do the same” When in doubt, re-read rule one Rule one has two parts: a. the...
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