The Blog: Point of View

Leverage Mistakes to Improve Customer Experience

If you have spent any time watching Sesame Street with your kids, you’ll know the golden rule: treat people how you want to be treated. We also learn from an early age — probably the first time you caused a major spill in the kitchen — that everyone makes mistakes. These are important lessons to learn […]

How Customer Service is becoming a Game Changer in the Fast Casual Restaurant Industry

Convenience, price point and availability. These are the three main reasons why fast food has become such a booming enterprise in the United States and across the world. Recently, there has been a trend of fast food expansion beyond just burgers and chicken. Now you can get virtually any genre of food within the fast […]

7 Ways to Get your Employees to Embrace Customer Experience

Customer experience is one of the most important pillars of your brand’s growth and maintained success. However, it can be difficult to achieve peak customer satisfaction if all of your employees are not aligned properly. Here are some methods you can employ, in no particular order, to get your staff to embrace your brand’s CX. […]

5 Ways to Enhance your eCommerce CX

  Online accessibility has become an increasingly important customer touchpoint, according to a survey conducted by Gartner, “by 2020, the customer will manage 85% of its relationship without interacting with a human.” More so than ever, customers are using online platforms to purchase products across basically every industry. It doesn’t matter if you are selling […]

Building Your Brand: A Balancing Act

Fortune Magazine  wrote about how brands can become “apostle brands”, or brands that are highly revered in all that they do by both consumers and critics. 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 […]

Customer Engagement Basics: The Golden Rule

  “Treat others how you would like to be treated.” You have undoubtably heard variations of this ethical code. This ‘golden rule’ is usually the first lesson taught when children are first thrown into the chaos of social interactions. Although the business world can involve high stakes, huge investments, and intricate practices, this ideology still finds […]

Voice of Customer Basics: Why Use VoC?

Unbeknownst to a large portion of the population, entrepreneurs and other business owners have to jump through countless hoops and hurdles in order to establish a successful business. However, not every aspect of business has to be a complicated process. With recent advancements in technology, running an efficient company should be easier than ever. In the […]

5 Reasons to Become a Mystery Shopper

One of the most unfiltered ways of observing and analyzing the customer experience within your brand is to employ mystery shopping programs. While this field can be controversial, considering the many scams that are run under the guise of mystery shopping, many consider it as a great way to help bring in supplemental income. The first thing you should know when […]

Mystery Shopping vs. Voice of the Customer

Making customers happy is good business, and can result in the difference between creating brand ambassadors and sending customers right to your competitors. In today’s business world, two approaches to measure a brand’s customer service are commonly employed: mystery shopping and voice of customer (VoC) solutions. Although they share a number of similar characteristics, they […]