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Delivering the Best Customer Experience

Delivering the Best Customer Experience Shep Hyken recently posted another invaluable article recently, “20 Tips on How to Deliver an Amazing Customer Service Experience”. Let’s do a deep dive on a few of his points to really reinforce the importance of emphasizing customer service above all else, even before the…
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Unconventional Mystery Shopping

Most mystery shopping can be broken into two categories: on-site and over-the-phone. In both cases, mystery shoppers interact with your employees to assess customer service, salesmanship, and other aspects of the experience, such as cleanliness, merchandising, wait times, the complexity of the automated phone-tree, and more. These are tried and…
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Complete the Picture with Feedback Surveys

We’re fond of saying that customer loyalty isn’t something you earn once—it’s something you must earn over and over again at every opportunity. You earn it with each interaction, whether it’s when a customer visits your retail store, calls your customer service, or receives a follow-up call from your salesperson.…
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