The COVID-19 pandemic has revamped how people are using their smartphones. With an increase in app usage, how can multi-location brands use apps to collect customer experience..
Financial metrics are an obvious metric—but tend to be in the rearview mirror. In Market Force’s modeling work, we have found that both delivery to brand standards and customer..
When was the last time you took a walk in your customer’s shoes and experienced your brand from their perspective? Having a clear understanding of their priorities and how those..
So much has been written about the importance of employee engagement that it almost seems foolish to spend time talking about it. But if we are creating environments that create..
I went shopping this weekend, visiting all types of stores, both brick and mortar and online. My in-store customer experience was all over the place — from a home improvement..
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That..
You've painstakingly crafted your brand, your organization lives and breathes its values, and customers are responding to its message. During these uncertain times protecting that..
Mystery shopping is done by trained professionals. When you hire a reputable mystery shopping organization, they have high standards in recruiting and educating their mystery..
"As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel."
