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
Where's My Sign?
Where’s My Sign? I stopped into a big-box home improvement store today, and as I was parking I noticed a sign mounted to a light pole, in the closest space by their main entrance, that said “Reserved for Employee of the Month”. I immediately looked around for the parking spot...
Customer Experience Insights
How Painless Problem Resolution Creates Lifelong Fans
Is quick and easy problem resolution a top priority for your company? It should be. Great customer service is a leading way to create loyalty among your customers, and when it comes to return on investment, a study by Watermark Consulting shows that it can't be beat. After...
Customer Experience Insights
Boost Your Sales with Four Greetings that Really Work
What's the first thing your customers hear when they walk through the doors of your store? Is it something along the lines of "Hi, how are you?" or "Can I help you?" Are your customers being greeted with a blank look, or are they receiving no greeting at all? If you can think of...
Customer Experience Insights
Reputable Mystery Shopping Providers Protect Consumers
Two people were recently indicted in U.S. District Court in Pittsburgh for using the old Nigerian money-order scam to bilk money out of unsuspecting consumers. Reports say these criminals posed as mystery shopping companies in order to perpetrate their fraud. This scam tricked...
Customer Experience Insights
Will Tablets Replace Restaurant Servers?
Restaurant technology has been in the news lately as more chains roll out tablets for diners to order their meals, pay the bill, and even play games while they wait. Is this the death-knell for human waitstaff? Probably not. A closer look reveals that rather than replacing...
Customer Experience Insights
How brick-and-mortar stores are using pages from online retailers' playbooks
It can sometimes sound like there's a war going on between online retailers and brick-and-mortar stores. Online retailers can offer convenience, price comparison, and the ease of shopping in your pajamas. Brick-and-mortar can offer a more human, engaging experience, along with...
Customer Experience Insights
Consumer dining trends are changing. Are you staying relevant?
According to the latest NRN-MillerPulse survey, quick-service restaurants have outperformed full-service dining in at least 29 of the last 30 months. The takeaway? Today's consumer sees sit-down dinners as a splurge – not just of money, but of time. Speedier fast-casual chains...
Customer Experience Insights
Overkill? How About Just Right!
My car passed out today; it didn’t die, thankfully, but it certainly had me worried for a minute. The experience to revive it was nothing less than fantastic. I drive a GMC product, so thanks to the little phone-icon button on my rear-view mirror I was talking with someone...
Customer Service Insights
Blackout Dates
As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered...
Customer Experience Insights
Right-Sizing?
This term is generally used by companies as a replacement for "layoffs". After an experience I had the other day, I have a new way of thinking about it. I frequently get my RBSUV (Really Big SUV) washed at a local place that offers hand-drying. Ah, there's nothing like a clean...
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