TalkShop

What are the Best Methods for Measuring Customer Experience Insights?

by Ron Welty, Founder & Chief Client Officer Every company wants to put the customer first. Sounds simple, but it’s one of the most difficult things for a business to accomplish. Measuring customer experience allows companies to better understand the needs of their customers by learning their likes and dislikes along the customer journey. This is important for businesses to improve customer experience and meet KPIs. As an American Express survey found, the majority of buyers will pay more for first-class customer service. To better understand...

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Share of Mind Studies

Are Store Associates Selling Your Products, or The Competitions? You’ve worked hard to differentiate your products from the competition, invested a lot in advertising and marketing materials, training of sales associates, and sometimes, slotting fees. Yet a big challenge remains to assure your product’s success: you don’t own or operate your own stores, and so you must rely on someone else’s associates to make your products successful. At the moment of truth, when a customer asks them about your products, and maybe the competition’s, what do they say? Who do...

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Delighting Digital Customers

By Matt Urich, Client Services Manager While the primary intent of ecommerce is to provide a customer an experience that is focused on speed and convenience, the “experience economy” has seeped into online buying.  Through a host of strategies intended to delight online customers, savvy companies can provide a personalized customer experience that enhances loyalty, increases sales, and improves general customer satisfaction.  A good online customer experience starts prior to purchase, and most critical to the shaping of that experience is page design.  While Amazon still dominates the e-retail sphere, many forgo shopping at Amazon...

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Baby, it’s Cold Inside.

by Greg Reynolds, Client Services Manager I had a few packages delivered yesterday, which I forgot to bring inside until I was already sunk into my couch. Since they were just on the porch, I went outside without a coat to bring them in. As the feeling slowly returned to my face, I was reminded of a trip to Chipotle. One which obviously made a negative impression on my dining experience. In my previous career I traveled for business. A LOT. Although I loved visiting new cities and trying new restaurants, I often craved something that reminded me of...

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How Do Small Businesses Use Mystery Shopping?

By Ron Welty, Founder & Chief Client Officer Most small business owners are familiar with mystery shopping, but not all may know the many purposes it can serve. Here's a quick outline of how mystery shopping can help your business. Higher than normal customer complaints When your customer complaints spike, you can use mystery shopping to help pinpoint the root cause of what caused them. You can then use the detailed insights received from the mystery shop evaluation to help get your associates and business back on track. Assure your...

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