TalkShop

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...

Read More

Leveraging Personalized Touchpoints to Improve Customer Experience

by Ron Welty, Founder & Chief Client Officer In a competitive marketplace where customers have endless options, customer experience and personalization have become two of the most important differentiators for businesses. It’s so important that Gartner found that 89 percent of businesses will compete solely on customer experience. In order to sustain growth, it will be vital for brands to create personalized experiences along every point in the customer journey. Customer Experience Touchpoints Customer experience touchpoints are interactions, including encounters where there is no physical interaction, that affect...

Read More

What Are Your Competitors Up To?

How do customers decide to do business with you versus your competitors? The answer is simple -- experience. They give both of you a try; then decide which business they’ll be loyal to in the future. In determining a favorite, customers balance a comparison of: 1.  Price 2.  Convenience 3.  Selection 4.  Customer Service Fortunately (or unfortunately) for each brand, once a customer declares a personal favorite, they typically remain loyal to that retailer until one of the following happens: 1.  The favorite stops doing what made them their favorite 2.  The contender does something so extraordinary that...

Read More

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...

Read More