Point of View

5 Reasons to Become a Mystery Shopper

5 Reasons to Become a Mystery Shopper

By now, you have undoubtedly heard about the business of mystery shopping. Some reports are not great, with many people falling victims to scams. Many others speak highly of the job, saying it’s a great gig to help bring in some extra money. Regardless of what you have heard, you may still be skeptical about whether or not you should become a mystery shopper.

We understand your hesitance, but we are here to help. The first thing you should know is ...

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Voice of Customer Spotlight: KFC’s Love-Hate Game

Voice of Customer Spotlight: KFC’s Love-Hate Game

“You can market to love and hate; you cannot market to indifference.”

Yum! Brands CEO Greg Creed might be on to something.

KFC, otherwise known as Kentucky Fried Chicken, and their parent company Yum! Brands decided this past year that being loved or hated was better than not being thought about at all. In fact, when this summer’s campaign, featuring the SNL star Darrell Hammond aired, 1 in 5 surveyed viewers hated the commercials. Normally, such animosity towards ...

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Technology and Business: Improving E-Commerce

Technology and Business: Improving E-Commerce

Odds are, you have shopped online in the past week. E-commerce is about as commonplace as taking out the trash these days. Companies like Facebook and Twitter are making shopping on the Internet a part of your everyday routine. Companies are always looking to find the “next big thing” that will drive shoppers to open up their online wallets.

Sometimes, the answer lies in what those companies already do well.

Successful businesses relate well to their customers. Their customer relationships ...

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Voice of Customer Basics: Why Use VoC?

Voice of Customer Basics: Why Use VoC?

There is a lot that goes into running a business. Ask any business leader and they will tell you about how many services and tasks they must complete on any given day. In short, business can be tough.

Not every aspect of business has to be hard, though. With recent advancements in technology, business theoretically should be easier than ever. Computers can help companies visualize their services and feedback with the help of advanced analytics. Such data gives brands and employees ...

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Customer Experience Basics: Technology and the Customer

Customer Experience Basics: Technology and the Customer

Suits are now fitted using computers. Dressing room mirrors feature personalized touch screens. Customers are paying for stuff with their phones.

Today’s customer experience is a little bit different than the days of yore.

It’s no secret that technology is prevalent in this day and age. Repeating the importance of implementing technology in every facet of business really is not necessary; if you have not adopted by now, there is a good chance you are already ...

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Customer Engagement Basics: The Golden Rule

Customer Engagement Basics: The Golden Rule

“Treat others how you would like to be treated.”

You have undoubtably heard variations of this ethical code. Its core meaning has been found in almost every major religion and society since the dawn of civilization. In school, it serves as the foundation for much of what we learn.

Although the business world can involve high stakes, huge investments, and countless intricate practices, this ideology still finds a way to shape our behavior. After all, business, at least when it comes ...

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Customer Experience Basics: The Mobile Experience

Customer Experience Basics: The Mobile Experience

Twenty years ago, business leaders would have laughed at the idea of designing a customer experience for telephones.

Obviously, with the advent of smartphones, much has changed.

In today’s economy, the mobile customer experience is one of the foremost features a company must design and execute. As mobile use continues to grow, more and more customers are using their cell phones as a way to efficiently and easily experience a company’s offerings. Whether it’s in hospitality, food service, or shopping, ...

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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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