September 25, 2018 / by Malcolm Stone / Customer Experience
Does this sound familiar? You call someone, leave a voice mail and later they say they never got your message. Between friends, this is something that’s usually shrugged off and you move on. However, if it’s your customers that are trying to call you, the ramifications are more serious. Even with the multitude of options […]
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How Mystery Shopping Improves the Customer Experience
Four key areas businesses should assess using a mystery shopping strategy to improve the customer experience and your brand’s reputation.
June 28, 2022 / by Malcolm Stone / Customer Experience
In order for a business to build a positive online reputation that drives sales, you must consistently deliver a great customer experience. That’s why it’s so important to get the customer experience right in the beginning and keep it that way. But how do you evaluate your performance? An effective way to do this is […]
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5 COVID-driven, Customer Experience Changes Businesses Should Carry Over into 2021
January 31, 2021 / by Malcolm Stone / Customer Experience
Summary: Since COVID-19 became part of our everyday lives in 2020, local businesses have had to make significant changes regarding the customer experience in order to keep their doors open. While the new year offers hope for a return to normal, the reality is that many of these changes will continue. Introduction 2020 is a […]
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‘Tis the Season for a Great Holiday Online Reputation Plan
November 21, 2018 / by Malcolm Stone / Customer Experience
As another holiday season arrives, businesses are busy planning to deal with the surge in customer traffic that comes with this joyous time of year. And, with 71% of consumers preferring digital channels as the starting point of their holiday shopping journey, it’s more important than ever for businesses to make a good online first […]
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Make Sure Your Customer’s Calls Aren’t Going into a Black Hole
September 25, 2018 / by Malcolm Stone / Customer Experience
Does this sound familiar? You call someone, leave a voice mail and later they say they never got your message. Between friends, this is something that’s usually shrugged off and you move on. However, if it’s your customers that are trying to call you, the ramifications are more serious. Even with the multitude of options […]
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