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..
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..
The plethora of data can be overwhelming. How can you find the ROI in your camera, beacon, and customer experience data assets? Try these three tips to get started.
We can all agree that social media reviews need to be handled, so how do you best go about it? Here are some best practices that can help guide the way.
