TalkShop

How Micro Moments are Maximizing the Customer Experience

By Ron Welty, Founder & Chief Client Officer Each person experiences 20,000 moments every day, so says Nobel Prize-winning scientist Daniel Kahnema. Among these moments, there are what Google calls “micro moments,” or moments when someone is looking for answers, discovering new things, or making a decision to know, go, do, or buy. In these moments, customers are drawn to the brands that deliver on their needs. Here’s how top brands are leveraging...

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How to Leverage Loyalty Rewards Programs to Improve Customer Experience

By Ron Welty, Founder & Chief Client Officer It’s no secret loyalty rewards programs can be popular among customers. However, just because you have one, doesn’t necessarily mean it’s effective. According to a report by Bond Brand Loyalty, the average consumer belongs to about 14 loyalty programs, but uses fewer than half of those on a regular basis.  A well-designed customer loyalty program can be a win-win for both brands and customers. As the name implies,...

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Why Mystery Shopping Programs Go Stale

By Ron Welty, Founder & Chief Client Officer Mystery shopping is a great way to gauge customer experience. Shoppers are deployed to objectively evaluate their experience and report their observations. Their feedback is then used to create rewards programs, validate practices, train associates, and improve the customer experience. Simple enough, right? Mystery shopping done properly is an incredibly effective method to improve customer service programs. When poorly executed, however, mystery shopping programs can fall flat and miss their predicted return on investment. The causes for low-return mystery shop programs aren&rsquo...

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IntelliShop ― Named a Best Mystery Shopping Company

By Ron Welty, Founder & Chief Client Officer When it comes to mystery shopping companies, you want to make sure you’re working with a reputable company that is known in the marketplace. Not only is IntelliShop a Better Business Bureau accredited business with an A+ rating, but we’ve also been lucky enough to have the following organizations and websites label IntelliShop “one of the best.” Named a Top Company for Mystery Shopping by Quirk’s Magazine Quirk...

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Hiring Associates with Customer Experience in Mind

By Ron Welty, Founder & Chief Client Officer Customer experience is not a “job responsibility” that’s limited to one person or even one department. It’s important to get every associate—from the frontlines to non-customer-facing positions—on board with your brand’s standards for customer experience. In fact, research by Deloitte found that customer-centric companies are 60 percent more profitable compared to companies that aren’t focused on the customer.  ...

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