Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. Next, the manager started sharing each mystery shopper report with the team.

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Service Quality Institute

APRIL 6, 2021

There are so many elements that make up the customer experience. To some, it is knowing about your products and services. The obstacle many of us face is we think we’re awesome at customer service. When I released Feelings in January 1980, it was the world’s first customer service training program.

Mystery Shopper 40

Mystery Shopper Customer Experience Education Start-ups 40

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. Register for our free CX webinar series here and join us as Micah digs in further on customer service in the experience economy. Q: Why is a customer experience strategy (CX) so important today? .

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. What the Hell is Customer Experience? – Edgy title.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

Qualtrics

FEBRUARY 21, 2021

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

InteractionMetrics

SEPTEMBER 17, 2019

But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts? Toward the best customer surveys! Why Issue Surveys? . Garbage in. Garbage out.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45