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...
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....
I go into many businesses and see huge amounts of activity and real talent developing systems, processes and products. The problem is if I ask someone to describe what happens at the sharp end of the business, it is full of inaccuracies and assumptions. As a result,...
Wait for it… only 1% of advised consumers were aware versus 10% of non-advised. This could apply to any business with complexity (Or even no complexity). One option to address this is have the customer experience checked by experts (We have been doing this for...
Great article on CX – 50% of execs said they were going to focus on customer experience in 2018 to differentiate their businesses. A key addition to the base of starting to build a customer-focused business is to use mystery shopping to benchmark behaviours at every...
Customer knowledge is power. Here are three things your marketing strategy should cover in order to drive customer satisfaction and long term revenue. Always ask the customer’s preference on contact frequency and type. A recent survey showed: Only 12% of...
