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 11, 2018 | Articles, Customer Experience, Customer Focus
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,...
by Wendy Lee | Sep 11, 2018 | Articles, Customer Experience, Customer Focus, Research
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...
by Wendy Lee | Jan 2, 2015 | Customer Focus
Everybody is talking about the customer experience to drive satisfaction and revenue. So, what does an organisation have to do to deliver on this? Here are our thoughts: Have a clear vision of the customer experience which is aligned with the business objectives....
