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Positive vs Negative Reviews

This week’s topic covers part five of Shep Hyken’s ACA 2021 report, which is all about how customers rate and review their experiences at different businesses. We all know that word-of-mouth is critical to maintaining a good reputation and driving referrals, but what do the numbers actually say? The first…
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The Human Touch

The next part of Shep Hyken’s Achieving Customer Amazement 2021 report deals with customers’ preferences regarding self-service and human-to-human options. Specifically, Hyken asked, “When you have a problem or issue with a company or brand, which solution do you prefer to help solve your problem?” According to the report, “41%…
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The Communication Age-Gap

The next part in Shep Hyken’s Achieving Customer Amazement 2021 document covers Communication Preferences, as ranked by the four different generations Hyken surveyed: Gen-Z, Millennials, Gen-X, and Boomers. As with the previous sections in his report, there are several noteworthy differences—but also plenty of common ground—when it comes to each…
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The Value of Customer Service

Returning to Shep Hyken’s Achieving Customer Amazement 2021 report this week, let’s take a look at how much consumers value quality customer service. To begin, let’s consider this number: a 52% majority of people reported that they were willing to pay more if it meant they would receive a higher…
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How Does Age Affect What Customers Value?

Age plays a large factor in influencing customer expectations for a great experience. The level of employee helpfulness, friendliness, empathy, knowledgeability, as well as the ease of shipping/delivery and returns all matter to each age group, but there are certainly stark differences on how much each of these matters to…
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How Employees Impact the Customer Experience

Shep Hyken’s Achieving Customer Amazement 2021 report is out now, and one of the breakdowns he gives are the elements that add up to a great overall experience. His research uncovered that the following customer-service elements are either important or very important: employee knowledge, employee kindness and helpfulness, ability to…
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Personalized Care

It’s that time of year again: Shep Hyken has released his annual Achieving Customer Amazement report, which means we’ll analyze his findings and explain what they mean for your business’s customer experience in the coming weeks. For today, however, let’s start with a key takeaway about how important personalized customer…
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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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How Mystery Shoppers Score You

The Brandt Group specializes in co-developing with you your business’s customer experience, which is done by tailoring a thoughtful customer service with quality salesmanship and branding. Focusing on these facets will ensure long-term customer loyalty and enhanced profits, which will propel your business into years of long-term success. To accomplish…
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