3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […]

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Starbucks: Your Customer is NOT Your Guinea Pig

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […]

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Customer Service Still Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. As we’ve mentioned before, other indices point […]

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Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]

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Improve Customer Service | The Proven Plan

5 Steps That Will Improve Customer Service: Decide what you will add. To impact loyalty and sales, satisfaction isn’t enough. Catalogue your interactions completely. Customers are different. The bane of customer service is sameness thinking. Define your evaluation criteria precisely. You can’t manage what you don’t measure. Report your results frequently. Ongoing feedback—it’s key to […]

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Here’s Why U.P.S. Failed the Top Haggler

David Segal’s “The Haggler” column in the 2/12/12 edition of The New York Times covered a few horror stories about U.P.S., all of which had one thing in common: a customer’s package was lost, and U.P.S.’s customer service was useless. The haggler conservatively estimated that if U.P.S. is truly exceptional at keeping track of packages […]

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