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Showing entries tagged Customer Experience
Customer Experience Insights
Generational Differences in Customer Experience Expectations
Today’s consumers expect a quality customer experience, but generational differences can present some challenges. Taking a one-size-fits-all approach to customer experience rarely works, as most brands have customers of all ages with varying expectations. In order to stay...
Customer Experience Insights
Brick and Mortar Vs. Online: The Winning Retail Customer Experience Strategy
Since the rise of Amazon, retailers have been faced with the ongoing challenge of competing with the online marketplace. Between nationwide store closings and major layoffs in retail, it’s not surprising to think that traditional brick-and-mortar retailers have a challenging...
Customer Experience Insights
AI Vs. Humans: The Role of Artificial Intelligence in Customer Experience
From touchscreen checkouts to customer service chatbots, artificial intelligence (AI) has increasingly become a part of the customer experience. Nearly two-thirds of businesses are now deploying AI in their business processes, with 95% of customer interactions will be powered by...
Customer Experience Insights
How Empathy Can Improve Customer Experience
Everyone has bad days. Whether it’s a flight cancellation, a long wait time, or even an undercooked steak, there are many different things that can set a person off. It’s important to pay attention to how your brand reacts to these types of situations. Empathy can be a powerful...
Customer Experience Insights
The Top 5 Customer Experience KPIs
Before you read, find out if you are a CX leader or could use some improvements within your customer experience programs with our CX Calculator. See Your Score! In a competitive marketplace where customers have endless options, customer experience has become a key...
Customer Experience Insights
How Associate Recognition Programs Can Improve Customer Experience
There’s no denying the strong link between associate appreciation and customer experience. Take Disney for example. The company is widely renowned for its superior customer experience—and boasts 180 associate recognition programs. Coincidence? Not quite. Temkin Group found that...
Customer Experience Insights
How Micro Moments are Maximizing the Customer Experience
Each person experiences 20,000 moments every day, so says Nobel Prize-winning scientist Daniel Kahnema. Among these moments, there are what Google calls “micro moments,” or moments when someone is looking for answers, discovering new things, or making a decision to know, go, do,...
Customer Loyalty Insights
How to Leverage Loyalty Rewards Programs to Improve Customer Experience
It’s no secret loyalty rewards programs can be popular among customers. However, just because you have one, doesn’t necessarily mean it’s effective. According to a report by Bond Brand Loyalty, the average consumer belongs to about 14 loyalty programs, but uses fewer than half...
Mystery Shopping Insights
Why Mystery Shopping Programs Go Stale
Mystery shopping is a great way to gauge customer experience. Shoppers are deployed to objectively evaluate their experience and report their observations. Their feedback is then used to create rewards programs, validate practices, train associates, and improve the customer...
Customer Experience Insights
Hiring Associates with Customer Experience in Mind
Customer experience is not a “job responsibility” that’s limited to one person or even one department. It’s important to get every associate—from the frontlines to non-customer-facing positions—on board with your brand’s standards for customer experience. In fact, research by...
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