Tag: customer service

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

As 2025 begins, this list of 25 Recommendations for Customer-focused Organization may be a useful tool to think through your customer service review. Now is a terrific time to take stock of what is working well and what may need to be improved with a frontline customer service review. 25 Recommendations for Customer-focused Organization Speak […]

3^rd party delivery services like DoorDash and Uber Eats reach your current guests as well as gain new ones with its convenience and ease of ordering.  It’s just as important to measure the 3^rd party delivery experience

Employee recognition and on the spot rewards   inspire teams to act on the behaviors your company desires. Whether you expect associates to suggest other items at checkout or greet customers within five seconds, or any combination of expectations, offering incentives right away is fun for both the winning employee and others on the team who see the prize delivered.