How to Get Customer Feedback Without Asking the Customer

By Ron Welty, Founder & Chief Client Officer Customer feedback surveys are everywhere. They’re at the bottom of cash register receipts. They fill up your inbox. They’re how customer service calls end.  According to Pew Research Center, as many as 82 percent of Americans make purchasing decisions based on customer feedback. While it’s important to gather feedback, the more you seek it, the more overburdened your customers may feel. As a result, your customers may suffer from

Mapping Your Customer Experience Ecosystem

By Ron Welty, Chief Client Officer & Founder Focusing on the linear customer journey is no longer enough in an age where companies now compete primarily on customer experience. Experiences are comprised of many relationships and processes, so it’s crucial to look at the entire connected landscape, or ecosystem. Coined by Forrester, a customer experience ecosystem is defined as the web of relations among all aspects of a company―including its customers, associates, partners, and operating environment―that...

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How to Harness Video to Improve Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Video may have been around for some time, but it’s revolutionizing the customer experience for many customer-obsessed brands today. Visual communication, including best practice videos, video marketing materials, and video chat, not only helps teams across organizations communicate more effectively, but can also help improve the customer experience. Here’s how you can harness the power of video at your organization. Best Practice Videos Research shows that the human brain processes visuals at nearly 60,000 times the speed...

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Weighing the Pros and Cons of Mystery Shopping During the Holiday Season

By Ron Welty, Founder & Chief Client Officer Between the droves of shoppers and the thrill of the hunt for the best deals, any notion of customer experience can sometimes take a back seat for retailers during the busy holiday season. Because Black Friday and the days leading up to the holidays typically aren’t designed for shoppers to leisurely stroll the aisles, some might say that the customer experience isn’t as easy to prioritize during this time of year. Even if it was, would customers notice the small things store associates do to provide an exceptional...

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Customer Experience Audit: 6-Step Process to Improve Retention, Increase Sales and Acquire Customers

By Ron Welty, Founder & Chief Client Officer In a competitive marketplace with virtually unlimited options, customer experience has become more important than ever before. According to Walker, it’s overtaken price and product as the key brand differentiator, with 62 percent of companies currently investing to meet the changing needs of their customers. With more brands adopting this customer-centric mentality, it’s important to continuously seek to understand, evaluate, and improve...

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