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 Service
Customer Service Insights
How to Reduce Your Customer Churn Rate
Customer come and go, but eventually, the losses add up. According to Gartner, 80 percent of a company’s future revenue will come from just 20 percent of its existing customers. When measuring the success of your business, make sure to look at your failures, too. In order to...
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 Service Insights
1 oz. Customer Service = 1 lb. Advertising
Today, Seth Godin posted on his ever-valuable blog on business and marketing the value of customer service at the moment a brand is under the most scrutiny by a customer. As Godin writes, airlines are realizing that delayed or cancelled flights are prime opportunities to offer...
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...
Customer Service Insights
The Value of $18
Rather than take a plane to Chicago to meet with some of my clients, I decided that, for fun, I would try the train. (Blame it on my recent visit to Cincinnati’s beautifully-preserved, sickeningly Art Deco Union Terminal train station, coupled with my love for old movies in...
Customer Service Insights
When You Give Your Customer A Lemon...
Before I found my true calling as a Client Services Manager at IntelliShop, I made my living as a fishing guide in the Florida Keys. Being in my small boat with my customers, 8 hours or more at a time, miles from civilization, was the crucible that helped forge my understanding...
Customer Service Insights
Rogue Mystery Shoppers
Many companies choose to employ mystery shoppers and mystery shopping companies to ensure their employees are offering the best and most reliable service they can. Firms improve the customer service they offer, shoppers earn money, and sometimes employees even receive bonuses...
Customer Service Insights
Customer Service Opportunities Are Everywhere
How many opportunities for providing good customer service are there in one simple store visit? My wife Lori visited the local store of a national warehouse chain today, one she goes to often, and that she usually has a good experience at. Today…not so much. Among the things she...
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