Sometimes A Customer’s Voice Is A Whisper
In a world of digital reviews, people are always saying something about practically everything. Just as in person interactions, some people are definitely louder than others. Raving fans leave 5-star reviews, and outraged customers leave 1-star reviews. But it’s easy to forget about those middle-of-the-road voices. Plenty of brands can get distracted by the loud […]
Customer Complaints Provide Valuable Insight
Customer complaints are often seen as a hassle, but they provide valuable insight into aspects of your brand that could use some improvement. Many brands might mistake customers’ silence to mean that they’re doing everything perfectly, but this isn’t usually the case. In many situations, people won’t bother complaining about some aspect of their negative […]
Why Are Some Companies So Good at Customer Service?
Have you ever been in a store and thought that the associates were especially helpful, and the service was superb? Or that every time you interacted with a specific brand, you walked away completely satisfied, already planning your next visit? Those are the companies who have their customer service down to a science. So, why […]
3 Things That Customer Experience Demonstrates About Your Brand
Excellent Customer Service: Why It Matters One of the most critical aspects from your customers’ point of view is excellent customer service when it comes to your brand. Their satisfaction should always be a top priority. However, it can be challenging to have eyes everywhere at once — especially while running a business. So, how […]
Are Your Mystery Shop Questions Doing Too Much Work?
Avoiding Question Stacking in Mystery Shopping When developing your mystery shopping questions, it’s important to avoid question stacking. Question stacking happens when a single question contains multiple smaller questions within it, which can lead to confusing or unreliable responses. For example, consider the question: “Are all refund slips present and signed by the manager?” This […]
Do You Have A Customer Service Problem or An Operations Problem?
If you’ve suddenly noticed an influx of customer complaints or low customer satisfaction scores your brand may have received from polling methods, you may be wondering what caused this unsettling problem. Customer service is every company’s priority, so it’s pretty important when customers are suddenly complaining about your products or services. Companies tend to be […]
The 10 Most Important Mystery Shop Questions to Ask
As you may (or may not) know, HS Brands Global offers a phenomenal service for brands who want more information about their brand experience. This service, known as Mystery Shopping, involves highly trained shoppers soliciting the company’s services or products and then reviewing customer service aspects, like employee behavior, cleanliness, displays, and other similar components […]
Why an Action Plan Is Essential to Operational Improvement
[vc_row][vc_column][vc_column_text]There is no such thing as a perfectly run company. There will always be ways in which your business can improve. However, sometimes it’s difficult to know what areas you need to focus on for improvement or where the problems really stem from. Then, even if you pinpoint the issues, you have only taken the […]
Policy Myth: Doing the Right Things Wrong
Companies spend significant time, money, and resources developing, testing, and implementing policies, processes, and practices that represent the most efficient manner of conducting business and help safeguard against errors. In theory, that should be sufficient. After all, each employee should, by reviewing the policies, know precisely what to do and exactly how to do it. […]
Policy Myth: Doing the Right Things Wrong
Companies spend significant time, money, and resources developing, testing, and implementing policies, processes, and practices that represent the most efficient manner of conducting business and help safeguard against errors. In theory, that should be sufficient. After all, each employee should, by reviewing the policies, know precisely what to do and exactly how to do it. […]