Many of us have been asked to respond to a short survey after a shopping or dining experience. But how many of us ignore the request unless we’ve had a negative ordeal? Surveys can provide businesses with valuable feedback on many different facets of the consumer’s experience. But with constant demands on our time, only …
26 to 1. It’s a ratio you’ll want to pay attention to. According to the White House Office of Consumer Affairs, 26 customers will stay silent about their concerns while just one complains. That means you’re likely losing customers who never reach out to you for a conversation. Instead they may simply move on…to your …
If you’re not convinced that phone calls matter to your business, check out our recent post, Can Answering the Phone the Right Way Earn You $$$? If you’re already thinking about upping your company’s phone game, read on. These five work hacks will get you off and running in the right direction. 1. Get your …
In the last blog post we discussed our reporting capabilities regarding mystery shopping programs. It is very important that the data being presented is organized and easily analyzed to make an impact on your organization. What happens next? When we find issues, what is the best way to handle them? What if there are some training …
SURVEY CUSTOMERS OR SEND OUT SHOPPERS? Clients often ask us: which SV method is right for my business? One of the most common strategy comparisons is customer satisfaction surveys vs. mystery shopping. It’s a discussion that depends on a few factors. We’ve seen organizations thrive in each method, of course, but there are key indicators that …
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If you’re dependent on customer satisfaction for success—and any business is—then you’ll want to know that your efforts to provide great customer experiences are effective. Here’s your cheat sheet with three key steps to pleasing your #1 stakeholder: your customers. 1. Know the Customer Loyalty Loop Pick up a copy of Noah Fleming’s Loyalty …
The terms “mystery shopping” and “customer experience” might be confusing. But, if you use your everyday life as an example, you’ll start realizing that the mystery shopping and customer experience services offered by Shoppers’ View can apply to nearly any business situation. A Day with Mystery Shopping Start your day with a coffee. The barista hears …
In the marketplace, you’re designing for humans. Humans who respond to certain colors for different reasons, who intuitively click on sections of your page more than others, who make snap judgments in less than a second. When you’re designing your website, why not ask a human what they think? Sure, the web gurus on your …
When it comes to smart business methods, you’ll want to pay attention to keeping your customers happy. That’s because acquiring a new customer is not four, not five, but six to seven times more costly than customer retention (Salesforce). While customer service can seem intangible at best, there are quantifiable aspects of customer service that …
After more than one bad customer service experience with a company, 80 percent of customers would rather switch to a competitor, according to Zendesk. It’s likely you can relate. Maybe you went to a highly regarded local restaurant and weren’t greeted for 30 minutes. Or maybe you were at the grocery store, needed help finding …