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Using Value to Make Cost Irrelevant

Price has long been a sticking point for many consumers, regardless of the economic conditions. Whether we’re in a boom or a downturn, no one likes overpaying, right? But most of us also understand that cheaper experiences are usually inferior. Consequently, companies must often grapple with the challenge of offering…
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Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in…
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Give Customer Service Agents a Break

We live in a world of instant gratification. Products can appear at your doorstep in a matter of hours through same-day delivery, food can show up from a restaurant in a matter of minutes, and information can be found online in seconds. So, no wonder fewer and fewer of us…
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Self-Checkout Woes: When ‘Convenience’ Hurts Your Experience

When self-checkout stands first became popular in the early 2000s, the promise was an attractive one: get in-and-out of the store faster by not having to wait in line for a checker. This worked especially well when you had just a few items—the regular checkout lines would handle the cartloads…
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Undercover: Mystery Shopping for The Brandt Group

Mystery shopping is a unique and intriguing side gig, as it provides an average consumer the opportunity to don the guise of an undercover agent. Your mission, should you choose to accept it, is to visit a variety of dinning and shopping establishments to experience the products they have to…
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Confidence Leads to Loyalty

High quality customer service remains the linchpin of success. More than any other aspect of the customer experience, it defines the kind of relationships your business maintains with its customers. Is it friendly and mutually beneficial? Or is it adversarial and frustrating? Even though we all hope our transactions will…
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The High Cost of Layoffs

Yesterday, October 19, Federal Reserve Chairman Jerome Powell admitted that “inflation is still too high.” This comes amid reports that many large banks (especially at Wells Fargo and Goldman Sachs) are reducing their staffs in response. The financial sector is not the only group of industries cutting back, however, as…
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Building Trust Through Care

Pushing products and services onto customers is the wrong way to view sales. Instead, we should think of it as creating a meaningful connection and providing value. To promote these goals, we must recognize the distinction between what a customer wants and what a customer truly needs. This nuance is…
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Make Authenticity Part of Your Brand

Many customer experience blogs, including some of our own, will stress the importance of making every customer interaction personalized and engaged. Using the customer’s name, having knowledge of the purchase history, listening for empathy and comprehension, remembering to mention the current promotions or suggest the right add-ons—these are all critical.…
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