Customer Experience Optimisation: Challenges and Best Practices
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...
Customer Surveys Vs Mystery Shopping – The results are in…..
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...
Are your teams too focussed on product and price – 3 reasons to focus on CX
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...
Three benefits of running a mystery shopping program
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...
50% of Execs said CX was an area of focus in 2018 as a key differentiator
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...