InteractionMetrics

MAY 15, 2019

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Without productive next steps there is no customer experience improvement, much less customer experience transformation. Flat charts and static reporting leave you stuck in the 1990’s.

Mystery Shopping 40

Mystery Shopping Customer Survey Customer Experience Customer Service 40

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. How your team presents itself to customers can become an extension of your brand. Body language is an important part of these white coat moments, particularly for your Customer Experience.

Mystery Shopping 135

Mystery Shopping Retail Customer Experience 135

The Customer Service Blog

MARCH 25, 2022

Using a mystery shopping exercise, it also said that in postcodes where more than 50% of the population were from ethnic minority backgrounds, there was a penalty of at least £280 a year. The charity analysed 18,000 car insurance costs of people across England and Wales who came to Citizens Advice for debt help last year.

Mystery Shopping 52

Mystery Shopping Legal Customer Service Customer Experience 52

CX Journey

MARCH 31, 2016

Reduce the Waste In sharp contrast, video mystery shopping is impervious to such characteristic flaws, making the information obtained far superior in terms of reliability and usability for improvement. Capturing employee performance on film documents all aspects and nuances of a customer’s experience without subjectivity or bias.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

InteractionMetrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. How can medical providers measure, manage, and stay on top of the patient experience? One of my friends has stage 4 breast cancer.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. How can medical providers measure, manage, and stay on top of the patient experience? One of my friends has stage 4 breast cancer.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

DECEMBER 8, 2023

How to Get Customer Feedback: The ABCs No matter what method you choose for getting to the heart of the customer experience, some precepts are always true. Truth A: Not All Data is Equal Analysts often treat all dimensions of the customer experience as equally important. Is it enough to read all those comments?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

InteractionMetrics

MAY 28, 2019

Here’s my shot at a definition: Customer Listening is a research-driven discipline that requires an open, curious, and scientific state of mind. It seeks concrete insights to improve the customer experience and it explores customer successes, friction points, and missed opportunities. Now, on to the 5 standards….

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

1 to 1

MARCH 18, 2019

As consumers take more control of their healthcare decisions, insurance companies are catching up to other industries in how they interact with members and deliver customer experiences. The member experience is beginning to differentiate payers. health insurers, where we assessed channel experience and overall service.

Mystery Shopping 20

Mystery Shopping CX Healthcare Customer Experience 20

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Mystery Shopping 50

Mystery Shopping Start-ups Customer Feedback Customer Experience 50

Myra Golden Media

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

Mystery Shopping 78

Mystery Shopping Contact Center Customer Service Customer Experience 78

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. Was the experience pleasant? Who hires them?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

CX Journey

JULY 12, 2018

If you're in the midst of transforming your business to a customer-focused/customer-centric culture, then employees look to you for what that means. create meeting agendas that always include customer experience and employee experience topics and metrics, customer and employee stories, etc.

Mystery Shopping 37

Mystery Shopping CX Customer Experience 37

1 to 1

JULY 6, 2020

We decided to examine for ourselves what a typical mobile customer interaction looks like for consumers today, particularly when it comes to messaging and live chat via mobile phone. The bottom line from the research can be summed up as follows: Mobile experiences are typical customer experiences.

Mystery Shopping 26

Mystery Shopping E-commerce Retail CX 26

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Select the personas for which you’ll be mapping the experience. Give attendees homework.

Mystery Shopping 58

Mystery Shopping Touchpoint Start-ups Education 58

CX Journey

JULY 19, 2016

While they are (lean) management principles/concepts, they apply not only to the employee experience but also to the customer experience. As you read those definitions, I hope you did what I did when I first read them: I nodded my head and thought that these had great application to the world of customer experience.

Mystery Shopping 35

Mystery Shopping Manufacturing Retail Customer Experience 35

Callminer

FEBRUARY 27, 2019

Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Getting the customer experience right and keeping it right is more important,’ he says. Companies that are not focused on the customer experience will rarely be able to deliver anything more than average service.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Mystery Shopping 67

Mystery Shopping Customer Experience Contact Center Customer Feedback 67

Callminer

SEPTEMBER 5, 2017

Bottom Line: Make your call center relevant by bridging the gap between your brand’s online presence and your call center with a co-browsing solution that helps your agents stay irreplaceable in boosting the brand’s performance and improving customer experience. Jack Barmby. These can run the business easily upwards of $30 an hour.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Callminer

JANUARY 18, 2021

One very easy but critical way of looking at the customer journey is to mystery shop the centre and to see what it really feels like to be the customer. Put yourselves in the shoes of your key customer demographic type and call your own centre today.” “Agent Assist AI is going to be huge.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Test Customer Service with Mystery Shopping. To err is human. Download Now.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Test Customer Service with Mystery Shopping. To err is human. Download Now.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Qualtrics

FEBRUARY 26, 2020

70% of its surveys come from internal stakeholder requests, such as post-advertising tests, mystery shopping, consumer studies, or field surveys. The insights feedback to the company’s product experience and customer experience teams, and shape how the brand designs new phones and post-sale services.

Innovation 32

Innovation Mystery Shopping CRM Engineering 32

1 to 1

MAY 3, 2021

Top 5 CX Gaps in Messaging and Chat : We mystery shopped some famous brands. In this infographic, see what we learned about their chat, messaging, and texting conversational experiences. Meet the “Chat Avengers : Who are you going to call when you want to deliver a great customer experience with chat?

Mystery Shopping 26

Mystery Shopping Artificial Intelligence Healthcare Omnichannel 26