TalkShop

IntelliShop Acquires Clients Of Shops, Training and Results, Inc.

PRESS RELEASE Perrysburg, OH, January 16, 2014 IntelliShop, a leading provider of customer experience research solutions to companies, and organizations across North America, announced today that it is expanding its business serving owners and management companies in the multi-family housing industry with the client acquisition of Shops, Training And Results, Inc. (“STAR”), a subsidiary of Multifamily Ancillary Group (“MAG”).    “We have served clients in this industry for more 14 years, and are thrilled to have the opportunity to continue to add value to owners and management companies in this space”, said Ron Welty, Chief Client...

Read More

Overkill? How About Just Right!

My car passed out today; it didn’t die, thankfully, but it certainly had me worried for a minute.  The experience to revive it was nothing less than fantastic.  I drive a GMC product, so thanks to the little phone-icon button on my rear-view mirror I was talking with someone from OnStar in a flash.  They answered immediately, were very friendly, seemed genuinely empathetic to my situation, asked if I was in a safe place with my vehicle, and then immediately connected me to Roadside Assistance (RA).  RA was the same – immediate, friendly, empathetic,...

Read More

Blackout Dates

As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered around a turkey, a fireplace, etc.) and your doors are closed. Mystery shopping programs are often given additional “blackout dates” when evaluations may appear atypical for a number of reasons. Take the recent behemoth shopping day Black Friday for example, which is widely assumed to be a “blackout date” because employees...

Read More

Customer Service Hall of Fame Inductees

Last week, MSN revealed their 2012 Customer Service Hall of Fame as well as their Hall of Shame, based on their survey, conducted with JZ Analytics. The results are fascinating though not entirely surprising. It is worthy of note that these survey are “consistent with what the American Customer Satisfaction Index has noticed lately,” in that customer satisfaction across many industries has been improving. One important company in the Hall of Fame is American Express, who has successfully taken on the task of vastly improving how cardholders are treated. Executive VP of world service, Jim Bush, said about his...

Read More

IntelliShop and RateWatch Announce Partnership

New Study Finds Big Banks Exhibit Better Sales Skills than Small Institutions Credit unions and small community banks are missing the opportunity to grab market share from major financial institutions due to lack of sales effort according to a new study released jointly by IntelliShop and RateWatch.  The study, which had 120 auditors pose as new checking account prospects, found that the large banks not only did a better job of assessing customer needs, they were much more proactive about “selling” the benefits of the bank and its services. “The lackluster performance of credit unions in particular...

Read More