Tag Archive for Customer Service

Mystery shoppers vs. customers in the wild

255679.png If you are in the business of selling anything to anyone, you would do yourself a world of good by enlisting mystery shoppers into your strategy for gathering customer insights. But I have a bone to …



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How Mystery Shopping can Supercharge Your Marketing and Training

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Mystery shopping is an approach to measuring the guest experience from an objective point of view. Evaluators conduct shopping interactions in subscribing locations to evaluate customer service and brand presentation. This kind of program is the most cost effective way of identifying areas where company standards either need to be established or more clearly defined, providing management with the opportunity to quality control for guest experience. This white paper, sponsored by Sentry Marketing, delves into various aspects of mystery shopping, such as:

  • Taking the mystery out of mystery shopping
  • More than a survey
  • The real mystery 


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The rise of the millennial and what it means for retail

314599.png Making up a fourth of the population and responsible for over $600 billion in annual marketplace spending, it is little wonder that retailers are racing to win the trust — and cash — of …



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Improving your culture by sharing your story

4413.png Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see that as a good thing — for both …



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The two sides of customer service training

3384.png Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in …



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Speed and quality: Must they be mutually exclusive?

255679.png Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience? Without quality, the experience may as well not exist. It doesn't take …



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Is the Apple retail model right for your company?

334273.png With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online shopping, Blockbuster's greatest asset …



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3 Simple Steps to Turn Retail Data Into Profit

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Today’s empowered customer has more choices than ever—and higher expectations. With customers interacting across multiple channels and demanding consistent brand experiences across them all, retailers have turned to data for help.

This whitepaper helps retailers understand how they can harness the power of data to gain the kind of the insight that enables personalized, consistent, channel-agnostic customer experiences.

Read this whitepaper to learn three tips for making the most of your retail data.



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Retail lessons for today, learned from PBS’ Mr. Selfridge

mr.selfridge.150.jpg By Joe Cecere President and Chief Creative Officer of Little It turns out that what was true 100 years ago in retail is still true today. Don't believe it? Check out Masterpiece Classic's Mr. …



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Creating a differentiated experience that customers actually enjoy

retail.therapy.illustration.150.jpg By Dr. Gary Edwards Typically, whenever someone starts talking about the best ways to create a differentiated customer experience, the things they list are not distinct from their competitors in the …



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