by Wendy Lee | Feb 13, 2019 | Uncategorized
To fully understand the scope of customer experience optimisation, we must define exactly what customer experience is. What many don’t realise is that customer experience spreads far beyond the purchase, website visit, or even a customer service contact.It...
by Wendy Lee | Feb 13, 2019 | Customer Experience, Customer Focus, Customer Surveys, Mystery Shopping, Net Promoter Score
1. Mystery Shopping Vs SurveysMystery shopping programs, such as those offered by ACA provide detailed insight into Customer experience. Mystery shopping reporting is targeted specifically to the needs of individual companies and benchmarks they want to measure.When...
by Wendy Lee | Sep 18, 2018 | Customer Experience, Customer Focus
2017 Research shows that customers are willing to spend nearly 5x more for excellent customer experience. Many sales teams get hung up on minor price or product differences. They perceive it as a significant barrier so it can have a major impact on sales revenue....
by Wendy Lee | Sep 18, 2018 | Mystery Shopping
We want to share 3 benefits our clients tell us they got from mystery shopping Programs Q1 2018…. Increasing cross sales by getting staff to really believe that the customer needs to understand the other products. (Many staff don’t believe in what they are...
by Wendy Lee | Sep 11, 2018 | Uncategorized
The 2017 Forrester report found that customers who had a better experience with a company said they were less likely to go elsewhere and more likely to recommend it. 55% of consumers said that a poor website experience hurts their opinion of the brand overall. The...
