Businesses across many industries are welcoming the concept of customer centricity by relinquishing traditional business-driven strategies and instead implementing more customer-driven ones. What is customer centricity? The term “customer centricity” is sometimes used as a universal way of describing customer feedback and satisfaction results. But making – and keeping – people happy is only one
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Many business owners view customer experience (CX) and customer service as being interchangeable. But the fact is, one impacts emotion and feelings incorporating the entire customer journey, while the other is a single touchpoint with a brand. How Is Customer Service Different Than Customer Experience? In most cases, a customer’s first interaction with a company
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There’s an old saying that states that the keys to success are location, location, and location. But when it comes to the world of customer service, the three keys to a successful customer experience are consistency, consistency, and consistency. And while there is a lot that goes into providing a mind-blowing customer experience, if there is something
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Today, companies are doing more than ever before to familiarize themselves with customers’ needs, expectations and preferences. Just having great products and services isn’t enough anymore. And with so much new technology being used to help businesses gather and analyze information, there’s one method that has stood the test of time, and that’s mystery
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To fully understand the scope of customer experience optimization, we must define exactly what customer experience is. What many don’t realize is that customer experience spreads far beyond the purchase, website visit, or even a customer service contact. It incorporates your customer’s experience, each time he or she interacts with your brand whether on social
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Business is moving faster than ever before and we’re experiencing a boom for innovation in every area of business. Numerous surveys conducted over the past two or three years correctly report that customer experience will be a priority for most businesses. And companies are figuring it out. Past studies predicted that by 2019 more than
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No business wants to be told that it’s not performing up to par, but collecting data regarding areas where they can improve can be challenging. A mystery shopping program can be a great tool to improve the customer experience in your business. But how do you implement a program that will gather the data needed
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Your brand is fundamentally comprised of the relationships among your customers, stakeholders, and employees in addition to the attitudes and feelings your brand brings to mind when they think about or interact with it. It’s what you represent in the marketplace, and it establishes customer expectations for doing business with your company. Customer experience is
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Shoppers Blog
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RBG has a number of storage unit mystery shopping opportunities who depend on shoppers to evaluate their facilities to help them remain competitive in an aggressive marketplace teeming with discounts, special amenities and other perks to attract customers. Shoppers approach evaluations armed with specific scenarios designed to assess customer service, facility conditions, and costs for different sizes
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Answering yes/no questions and noting arrival and departure times on RBG secret shopping reports are the easy sections to complete. When it comes to narratives, however, shoppers are often challenged to properly describe employees, their behavior and attitudes, and store conditions, without being offensive. Secret shopping report guidelines normally stress the importance of being honest
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Owning a home has been a major part of the American dream since the birth of the nation. From log cabins through sprawling ultra-modern mansions, many people value the possession of a house higher than any other asset. Since this rite of passage is held in such high esteem – and is a once-in-a-lifetime event
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Convenience store mystery shopping plays an important role in retail. Whether you depend on your favorite convenience store for a cup of coffee to start your day or only visit them once or twice a year for a quick purchase on a road trip, they are a great option when you need something fast. Whether the
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Seasoned mystery shoppers may feel like the profession has been around forever since many have been secretly evaluating businesses for 20 or 30 years – or more. But when you mention the topic in general conversation, most people have no knowledge that mystery shopping companies actually exist. When our country was in its infancy, with brave, curious
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Gaze out at a crowd these days and you’ll most likely see a mass of people’s foreheads instead of a sea of faces you saw just a decade ago. Ten years ago, everyone had a cell phone to their ear; today they’re all texting, with heads bowed. But the trusty telephone is still the tool
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As an RBG shopper, the typical step after confirming assignments for restaurant mystery shops is reviewing the shop guidelines. Many of the instructions are boilerplate, such as attention to detail, discretion, objectivity, etc. but a number of reports have additional rules and restrictions you have follow to make your report complete and acceptable. Although some guidelines
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RBG’s clients represent all types of consumer industries. From keeping your pet healthy to home improvement, fast and slow food purveyors, banking, hotels, automotive care and valet parking, businesses across the country care so much about providing quality goods and services, they invest in top quality mystery shopping services. However, in many cases, conventional mystery
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