Mystery shopping services have been around since the 1940s. Back then, the focus was more on identifying and proving fraudulent behaviors by thieving employees. Retail stores, insurance agencies, and banks benefited the most from this...
Evaluating your own business performance is no easy task. You have to study your sample size, formulate a scorecard, select the evaluators, oversee the visits, review and collate the data gathered, and interpret the collected...
Back in the day, the only way you could buy an item was through an in-store visit. Then telemarketing was introduced, allowing customers to make a purchase over the phone. Then the internet came along...
Business owners often think about how they can introduce new products to the market and gimmicks that will catch the attention of their target customers. This can be important, but they shouldn’t forget to consider...
As a business owner, you have to keep looking for ways to further improve your sales. Usually, companies will create new products and fund marketing campaigns that will increase the promotion efforts for these new...
In business, competition is tough. With business models becoming more novel and innovative, and services more convenient and efficient, it’s often difficult to figure out where to begin. In times like these, managers, particularly in...
If you are wondering why your business isn’t hitting the top spot despite being in the perfect location, having well-trained staff and offering competitive products and services, it’s probably because you are missing an important...
Is it easier to for Target to create a great customer experience or is it easier for Tiffany’s? It doesn’t matter – they both need to deliver on their promise, the customer expectation. Read more...
In our 2018 New York Flagship Store Survey, we focused exclusively on the customer experience. How successful are stores in creating an environment where customers want to come to experience something rather than buy something? We...
Lisa van Kesteren discussed a few common mishaps we experienced during our New York Flagship Store Survey. As retailers are transitioning their stores from places to buy to places to experience their brand this becomes increasingly...