A Repeat Customer Is Not Always a Loyal Customer

It’s easy to assume that customers who keep coming back must be loyal to a business. However, this isn’t always the case. In fact, customers often return out of convenience, habit, or price, and not necessarily because they are emotionally invested in your brand. As soon as a competitor offers…
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On-Ramps to Sales, Off-Ramps to Lost Customers

When customers interact with your business, they follow a journey that either leads them to loyalty or drives them away. A common metaphor is that sales and customer service processes are like a highway with on-ramps and off-ramps. On-ramps make it easy for customers to buy from you, while off-ramps…
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Incentivizing Great Mystery Shop Scores

Mystery shopping’s most important function is to serve as a training tool. That’s not the only function, of course: mystery shops are important for monitoring how effective your merchandising is or whether customers are enjoying or even understanding your product options, among other uses. But training should be its primary…
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