Talk Shop and Industry News
Gather some practical tips, stay up to date with the latest in customer experience, and learn what we’re paying attention to at IntelliShop.
Showing entries tagged Customer Experience
Customer Experience Insights
Things Just Got Really Personal
As technology progresses and things start to get less and less personal, step outside the box and surprise your customers. When was the last time you wrote a letter? Everyone loves getting a personal note, so the next time you’re emailing to just “check-in” and say “thanks”,...
Customer Experience Insights
What Do Your Communications To Customers Really Say To Them?
I bought a small box of breath mints recently (proactively, of course), and the wrapper instructed me to open the box to see if I had won one of their sweepstakes prizes. When I opened it, it said, "Sorry, you are not a winner". So was I now a loser? I was having a great day up...
Customer Experience Insights
CX Benefits of Using Mystery Shopping and Customer Satisfaction Surveys
Customer Satisfaction Surveys and Mystery Shopping - Why Should You Use Both? Whether a manufacturer, retailer or service provider, most great companies will employ customer satisfaction surveys to measure how effectively they are meeting or (hopefully) surpassing their...
Customer Experience Insights
Customer Retention: Who's Got The Goods?
Obtaining new business is an important part of building and sustaining a business, but retaining customers is just as important, if not moreso. Many companies are guilty of spending lots of time and effort on getting those new customers in the door, but they often forget to...
Customer Experience Insights
The Giants, Patriots, or Pizza Delivery - who will deliver?
On Sunday, February 5th, the New York Giants and New England Patriots will face off in the Super Bowl and fans across the country are hoping they deliver. Many of those same fans will also be counting on their favorite pizza chain to deliver a hot fresh pizza in time for the...
Customer Experience Insights
The Last Mile
New York Times bestselling author Ramit Sethi sums up his article about “the last mile” by referencing the peak-end rule: “…we judge out past experiences almost entirely on how they were at their peak (pleasant or unpleasant) and how they ended. Virtually all other information...
Customer Experience Insights
The Greatest Fast Food Experience Ever
I LOVE Chipotle. Fresh food, always tastes great, local ingredients, friendly people, controlled chaos behind the counter. I eat there 2-4 times/week, and have literally never had anything close to a bad experience. Many have just been "to expectations". It's tough to serve that...
Customer Service Insights
Consumers Less Willing To Put Up With Poor Customer Service
American consumers are an ever-changing breed, and a smart businessman knows to stay ahead of them – or at least to keep up. This year, according to the American Express Global Customer Service Barometer, consumer changes include being less willing to deal with customer service...
Customer Service Insights
Baseball Isn't The Same
Its spring -- one of the most beautiful seasons of the year. Spring means a lot for sports – the Final Four, the Masters, the NHL Finals, and finally the opening of baseball season. That’s why I’d like to talk about baseball. Rangers Ball Park – Arlington, Texas. It’s the...
Customer Service Insights
Own Your Customer Service
A recent article in USAToday reports that, "The government is introducing sweeping protections for fliers to bar long tarmac delays on international flights; require airlines to reimburse bag fees if luggage is lost; and pay people double if they're bumped off flights." The...
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