From financial services to quick service restaurants, e-commerce portals to retail chains, every brand loves the idea of cross-selling and up-selling. But very few do it right. The dictionary definitions of cross-selling and up-sell amount to the same thing – getting the customer to spend more money. The difference in successfully doing it without being… Read more »
Ritz-Carlton has a wonderful secret, as Micah Solomon writes in Forbes. Every day at 9 a.m. local time, all its employees get together for a quick ten-minute line-up meeting to attend to the day’s tasks by discussing one of the brand’s 16 central serving principles, the core of Ritz-Carlton’s customer service culture. This sounds simplistic,… Read more »
Service excellence is a matter of organisational culture and larger vision and goals. It is rarely as subjective as the last person who came in contact with your customers. In our experience, most organisations penalise employees for poor service experience. They believe that the only way to satisfy customers is in the hands of frontline… Read more »
Continuing on our myth buster series, today we speak more about the unconventional implementations of a Mystery Shopping program. Most literature we find on Mystery Shopping concludes its positive impact on customer service, specifically in the offline retail industry. However, the program gives you eyes and ears to find out much more about the real… Read more »
Despite Customer Experience Measurement processes, Net Promoter Scores, and Customer Satisfaction Surveys, there are several customer service and experience needs that remain unsaid. Marketers and service professionals alike are often baffled when research reports look great but don’t translate to sales. Could it be that we are failing to uncover the unsaid expectations?
If this United Airlines debacle or the way Justine Stacco’s life blew up because of an unfunny tweet are anything to go by, the biggest lesson brands need to learn today is how to behave like everyone is watching.
A common myth surrounding Mystery Shopping is that it is only useful for some industries like Retail, F&B, Banking, etc. and can be used only to keep an eye on Customer Service standards. But the real impact of Mystery Shopping can be much more diverse and far-reaching.
Brands, especially customer-facing ones in the industries of Retail, F&B, Automotive, Banking and Services, have training and development programs designed to deliver on their Customer Experience promise. Depending on the industry and audience demographics, we have known these training programs to answer specific customer scenarios and use cases. It is an excellent starting point for… Read more »