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Customer experience: It’s Broke, Fix It!

The customer was attempting to place an online order, which involved uploading a large file. When the file upload was complete, the customer expected some kind of response telling her, “Your materials have been received” and an expected date of delivery. But there was...

You don’t really want that item, do you?

I have this tiny problem: I can’t drink more than one cup of caffeine coffee in a day, and that cup has to be early in the morning.  Otherwise, I’ll be calling you to chat on the phone at 3 a.m. At today’s chic coffee shops, however, ordering decaf is somewhat frowned...

Are your automated messages automatically turning customers off?

It’s amazing how a tiny interruption in your workday can turn you into Miss Cranky Pants. It was to be an extremely busy day as I attempted to get my sole proprietor business ready for me to be gone on a vacation.  The “to do” list was a mile long, but I was hammering...

Under-promise, and then over-deliver

United Airlines recently announced that purchasers of low-cost flights would be restricted to one carry-on that fits under a seat. The low-price buyers also would not be able to choose seats until the day of their departure, which means people flying together might...

Customer experience: The Case of the Missing Adapter

The consultant finished her presentation at the swanky hotel conference center and packed up her equipment—everything except the adapter cord that went from her computer to the LED projector, a moderately expensive gizmo. Several months later, when she realized what...

Fourth Quarter Mystery 2016 Shopper Newsletter

Our Fourth Quarter Mystery 2016 Shopper Newsletter features topics of interest to the mystery shopper, including: Changes to the CP team. Shopper tips. Hot Spots. Click the link below to read this full issue of our newsletter for mystery shoppers....

October 2016 Client Mystery Shopping Newsletter

Our October 2016 Client Mystery Shopping Newsletter features: How Marketers Can Improve ROI on Customer Experience How To Create Customers for Life The Critical Link Between Staisfaction, Loyalty and Problem Management Upcoming Events - which of these upcoming events...

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