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A Complaining Customer Thinks You Can Do Better – A Quiet Customer Is Resigned That You Can’t

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...

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,...

3 Things That Customer Experience Demonstrates About Your Brand

One of the most critical aspects from your customers' point of view is excellent customer service when it comes to your brand. Their satisfaction is your top priority. However, it...

Question Stacking in Mystery Shopping: Are Your Questions Doing Too Much Work?

When coming up with your mystery shopping questions, you will need to be careful not to fall into what is known as question stacking. Question stacking is when a single...

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...

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,...

Why an Action Plan Is Essential to Operational Improvement

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...

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...

Why Identifying and Understanding Employee Behavior Is Essential to Retail Success

What is Employee Behavior and How Does it Affect a Company’s Overall Performance? The way employees act toward particular situations or circumstances in the workplace is commonly referred to as...

Customer Experience Measurements and How to Make Them Work for Your Company

What is Customer Experience (CX) and Why is it So Important? There are several definitions of the term "customer experience," and most of them are very similar. It is essentially...

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