Tag Archives: customer journey

Benefits of Mystery Shopping.

Mystery shopping is undoubtedly one of the best tools that businesses can use to measure the quality of service in their stores, staff performance levels, compliance with rules and regulations or simply just to acquire specific information about their products and services. Mystery shopping benefits the business as it gives owners reliable and objective feedback[…]

How is the cost-of-living crisis impacting customer loyalty?

New research reveals how the cost-of-living crisis is affecting customer spending and loyalty, and how this will impact brands. Just as we thought the world was about to return to normal after more than two years of uncertainty, along comes a global economic crisis, inflation trending upwards, and the lingering possibility of a recession commencing[…]

What is the new tech really telling us?

Let’s face it we all love a new piece of tech, or a shiny new car, or a new mobile phone. However, when we speak of the new tech evolving within the ‘market research’ CX industry, many businesses still do not consider the ‘deliverable’ aspect sufficiently enough, before introducing new feedback methodologies. And let’s face[…]

Employee journey mapping: The foundation to getting the customer journey right.

It may or may not seem obvious but Employee Journey mapping is just as important as Customer Journey Mapping. ​​In fact, to be successful you need to have a strong focus on employee journey mapping before you can actually get the customer journey right. In today’s business environment, it is highly important for employers to create[…]

Keeping customers happy during hard times.

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the[…]

Benefits of Hiring a Professional Mystery Shopping Company.

Mystery Shopping is still identified as one of the BEST TOOLS to measure quality of customer service, or to gather specific information about products and services, which can then be utilised to further train staff where necessary or to innovate and improve existing products and services so that they’re consistently aligning with or exceeding consumer expectations.[…]

Why your customer feedback isn't always actionable and how to fix it!

The problem is not necessarily within the collected feedback data itself, but in how organisations attempt to extract actionable insights, to drive process improvements and change. Now more than ever, Customer Experience (CX) is quickly becoming the key brand differentiator for organisations. Furthermore, to be able to compete on CX, organisations must continuously be improving on it;[…]

How to support your customer service team during the cost-of-living crisis.

The pressure placed on customers is constantly spoken about, but what about the service staff on the frontline? Customer service staff need the full support of their business and regular CX feedback and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive[…]

Three strategies for improving CX in 2022

Consumers today are constantly presented with a wealth of options; this puts great pressure on organisations to ensure they deliver a consistently great customer experience that will ultimately help to build long-term and profitable customer relationships. However, recent studies show that brands are failing to do the job.  According to stats from PwC – “59% of global consumers[…]

Four customer journey mapping gaps your business needs to close.

If your customer journey mapping efforts are falling short, odds are that one of these four gaps is to blame. Customer journey mapping has become a necessary tool in today’s competitive and forever evolving marketplace. It’s not without good reason either, customer journey mapping helps organisations understand what the customer experience currently looks like vs[…]