Point of View

Building Your Brand: A Balancing Act

Building Your Brand: A Balancing Act

A recent Fortune Magazine article talked about how brands can become “apostle brands”, or brands that are highly revered in all that they do by consumers and critics alike. One of the key aspects of becoming an apostle brand, according to the authors, is knowing what your customers want, sometimes before they do. This can be risky, as bucking the safe decision in lieu of what you think customers may eventually want is not a guarantee for success.

Equally as ...

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Infographic: Mystery Shopping Tips and Tricks

Infographic: Mystery Shopping Tips and Tricks

Mystery shopping has quickly become one of the best ways for companies to improve themselves. Almost every industry has adopted the service that enables everyday individuals to provide valuable feedback to interested companies. As mystery shopping has become more commonplace, the demand for quality shoppers has skyrocketed. Scams are not rare, but good mystery shopping companies and reliable mystery shoppers have helped improve many facets of the customer service industry we know today.

If you are a ...

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Voice of Customer Basics: What is a VoC Survey?

Voice of Customer Basics: What is a VoC Survey?

Whether you know it or not, you have come in contact with a voice of customer survey at some point in your life. Though the name might seem unfamiliar, voice of customer (VoC) surveys are around you at all times. Your latest trip to the grocery store most likely involved you leaving with the opportunity to fill out a VoC survey. Similarly, your late-night perusal of an online shoe store probably gave you the option to complete one such questionnaire. ...

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Tips For Success: Customer Satisfaction Surveys

Tips For Success: Customer Satisfaction Surveys

Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” Learning from these customers, as well as your happiest customers, requires each individual’s respective feedback. Listening to your clients is what can enable change. Without an open dialogue between those that provide the service and those that experience the service, no relationship can be built.

One of the more popular means of capturing customers’ feelings is the customer satisfaction survey. These surveys can take many ...

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Getting The Most From Your Customer Surveys

Getting The Most From Your Customer Surveys

Business in today’s economy is all about adjustment and adaptation. Today’s generation of consumers is more demanding than ever, leading businesses to stay more engaged with their customers. Those that listen and adjust to the ever-changing economy succeed. Those that ignore their customers pay the price, both literally and figuratively.

One of the most powerful ways to listen to your customers is using voice of customer solutions, including customer feedback surveys. Customer surveys allow for unfiltered feedback straight from the stakeholders ...

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What to Look for in Voice of Customer Services

What to Look for in Voice of Customer Services

Capturing the voice of your customers is essential to improving your business. One study found that 78% of consumers have bailed on a purchase or service interaction because of a poor experience. However, only a reported 4% of dissatisfied customers contact businesses about their poor experiences. This disparity leaves a lot of dissatisfied customers unidentified by businesses, preventing error correction and company growth.

In order to more completely understand one’s customers (including dissatisfied customers), a business can implement ...

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Technology and Business: The Future of Commerce

Technology and Business: The Future of Commerce

It is no secret that technology is becoming increasingly relevant in every facet of modern life. More and more business strategies are centered around implementing technology into the everyday customer experience. Presenting an updated and current brand image is important, but increasing efficiency and improving overall customer experience are where businesses hope to grow.

As the economy races to utilize technology, business trends continue to emerge across industries. Though there are seemingly infinite ways to mesh tech with business, a few key ...

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Customer Engagement Basics: Language

Customer Engagement Basics: Language

In today’s always-on environment, customers are constantly engaged with companies. In many ways, this can be great for business, as consumers have greater access to information to educate their decisions. However, because companies are always connected to their customers, it is important to recognize how to engage with these individuals. The information a company puts out must be accessible and relevant to what buyers want.

The customer engagement lesson here is something your mother has probably told you at some point ...

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Mystery Shopping and “Undercover Boss”

Mystery Shopping and “Undercover Boss”

Mystery Shopping and “Undercover Boss”

Mystery shopping is one of the most useful ways to capture the voice of customer for a particular industry or business. By going undercover and engaging in an authentic customer experience, mystery shoppers give a unique perspective to interested companies that are looking to improve their services. By conducting follow-up customer feedback surveys, these shoppers provide the data necessary for valuable insights that serve as the basis for actionable goals. In short, mystery shoppers ...

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Social Media, Customer Service, and Marketing

Social Media, Customer Service, and Marketing
Social Media, Customer Service, and Marketing

Providing exceptional customer service is key for any business. In fact, great customer service can be a company’s best form of marketing. From having great ratings on Facebook reviews to social media word-of-mouth, focusing on customer centricity should be a large part of any company’s marketing strategy. The goal of marketeers is to find ways to increase market shares, but maintaining a great relationship with existing customers can be just as effective.

Social media ...

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