Mystery Solved! What Your Customer Really Needs!

The elusive crystal ball we wish we all had. You know – the one that would tell us what to expect in the future. For our lives, our finances, to know what our customer needs.

When it comes to changes in our prospects and customers’ experiences it would be a revenue booster to be ahead of the game instead of playing catch up.

What does your customer want vs. what your marketing team thinks they want?

Continue reading “Mystery Solved! What Your Customer Really Needs!”

Does Your Organization Demonstrate Commitment to the Customer Experience?

It wasn’t too long ago that we were all gung ho on Customer Satisfaction. But now, it’s been taken one step further. The focus is on Customer Experience or CX.

From conferences to books to Ted Talks – the focus is on the entire experience of your customer from initial contact to the sale. The expectation is complete customer satisfaction – and increased revenue – as the ultimate goal.

Today it is imperative that your organization have multiple channels where customers can interact., learn and purchase from you.  Web, phone and in person points of contact are your minimum standard.

Creating, attending or hosting events where your customers are immersed in an experience BEYOND your sales channels can be the next step up.

Continue reading “Does Your Organization Demonstrate Commitment to the Customer Experience?”

What We’ve Learned in 20 Years of Mystery Shopping

In 2016 Market Viewpoint celebrated our 20-year anniversary.

Twenty years of creating mystery shopping and customer feedback programs for clients across the United States, Canada and Japan. We’ve learned a tip or two about customer satisfaction.

In those twenty years, the way we do business – and the way YOU do business – has changed tremendously.

Our very first mystery shoppers were recruited through newspaper ads, called on the telephone to be qualified, and then mailed their instructions and report forms through the U.S. Post Office. And then, they faxed their responses back to us!

Yes, the way we all conduct business has changed in twenty years.

Continue reading “What We’ve Learned in 20 Years of Mystery Shopping”

5 Ways Market Research Will Improve Your Customer Experience

A lot of time – and money – is spent within organizations to come up with new products and new ways to improve the customer experience.

Hours spent in brainstorming sessions and team building days where corporate employees talk among themselves eager to come up with the next great idea or way of doing business.

Without real data to help define what your current customer is really looking for, those hours are wasted time and money.

According to the Harvard Business Review, increasing customer retention rates by 5% can increase your profits by 25% to 95%.

Continue reading “5 Ways Market Research Will Improve Your Customer Experience”