SCAM ALERTS
(406) 586-3036
FREE PHONE SHOPS

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…
VIEW FULL POST

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…
VIEW FULL POST

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…
VIEW FULL POST

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…
VIEW FULL POST

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…
VIEW FULL POST

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.…
VIEW FULL POST

Bad Service Says More about Managers than Employees

Customer service reigns supreme, as we all know. It’s the core tenant of offering a great customer experience—the combination of all the interactions your customers have with your company. As such, it plays a crucial role in defining your brand’s overall perception. When we experience subpar customer service, our first…
VIEW FULL POST

The Whole Experience

Shep Hyken’s recent article titled, “We All Know What CX Means, But What about EX, WX, DX, UX, and More?,” is a tongue-in-cheek look at how customer service experts like to label everything as some kind of experience to manage. On this blog, we usually discuss the Customer Experience (abbreviated…
VIEW FULL POST

The Power of Personalization

We all know that customer satisfaction is the make-or-break metric for all businesses, but small ones that don’t possess giant war chests to survive a string of bad press or ruinous policies. Personalizing your customer experience is how you keep that satisfaction high, as it makes those interactions about more…
VIEW FULL POST

Recent Comments