How to Develop a Customer-Centric Culture in your Organization

by Ron Welty, Founder & Chief Client Officer What makes for a great customer experience? It’s not simply the first person a customer sees when they enter a store or the associate who answers the phone. Customer experience touches every facet of an organization, from marketing and sales to product development and especially frontline associates that interact with customers every day. Some of the world’s greatest companies understand a customer-centric culture must be exemplified by every member of an organization. Research by

How Frequently Should I Shop My Business?

by Ron Welty, Founder & Chief Client Officer When a small business owner is considering a mystery shopping program, one of the first questions they typically ask themselves is, “how frequently should I mystery shop my business?”.  There is no “one size fits all” answer, and some providers may simply tell you, “more”! We believe that it’s very customer-specific, and depends on a few things. Below are some questions to ask yourself when trying to figure this “number” out. What’s your goal?  Do you have a...

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Best Practices for Improving Customer Experience Through Social Media

by Ron Welty, Founder & Chief Client Officer Social media sites like Facebook, Twitter, and Instagram have evolved to become strong marketing, advertising, and customer service channels for businesses in every industry. Social media is typically one of the first channels customers go to when they are seeking advice or need to communicate with a brand. According to a J.D. Power survey, 67 percent of customers have used social media to resolve their customer service issues. Improving your brand’s social media strategy can help take your customer experience to...

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Why Creating an Omnichannel Customer Experience has Never Been More Important

by Ron Welty, Founder & Chief Client Officer The way customers and companies connect has changed dramatically in recent years. Phone, email, live chat, text messaging, social media, mobile apps—there appears to be an endless supply of channels for customer communication, with the majority of customers expecting to reach a company 24/7. It’s often challenging for companies to not only be accessible in these channels, but for those channels to deliver consistent quality. According to the

How To Select A Mystery Shopping Company

by Ron Welty, Founder & Chief Client Officer Organizations often ask, “How do we know if this is a viable company?” when interviewing mystery shopping companies. There are many different factors organizations should take into consideration when making their decision. The biggest factor for many, unfortunately, is money. Too often, companies simply pick the cheapest price upfront and end up paying a much bigger price for it down the road. On the other end of the spectrum are organizations who invest their time and resources to seek a company with whom they can truly develop a long-term...

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