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How to Harness Video to Improve Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Video may have been around for some time, but it’s revolutionizing the customer experience for many customer-obsessed brands today. Visual communication, including best practice videos, video marketing materials, and video chat, not only helps teams across organizations communicate more effectively, but can also help improve the customer experience. Here’s how you can harness the power of video at your organization. Best Practice Videos Research shows that the human brain processes visuals at nearly 60,000 times the speed...

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Weighing the Pros and Cons of Mystery Shopping During the Holiday Season

By Ron Welty, Founder & Chief Client Officer Between the droves of shoppers and the thrill of the hunt for the best deals, any notion of customer experience can sometimes take a back seat for retailers during the busy holiday season. Because Black Friday and the days leading up to the holidays typically aren’t designed for shoppers to leisurely stroll the aisles, some might say that the customer experience isn’t as easy to prioritize during this time of year. Even if it was, would customers notice the small things store associates do to provide an exceptional...

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Customer Experience Audit: 6-Step Process to Improve Retention, Increase Sales and Acquire Customers

By Ron Welty, Founder & Chief Client Officer In a competitive marketplace with virtually unlimited options, customer experience has become more important than ever before. According to Walker, it’s overtaken price and product as the key brand differentiator, with 62 percent of companies currently investing to meet the changing needs of their customers. With more brands adopting this customer-centric mentality, it’s important to continuously seek to understand, evaluate, and improve...

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