Customer Service

Enough With Outdated Mystery Shoppers: Why Secret Shopping Doesn’t Work

Mystery shopping has been around ever since the 1940s. But just because a method's been used for decades doesn't necessarily mean it's the best method. It's true that many (if not most) retailers have used this strategy to evaluate their business processes so they can tweak for improvements. But now that we're shifting to social distancing and...

How to Balance Digital and Human Interaction in Retail

In an environment where online sales are expected to reach a staggering $370 billion by 2017, more retailers are shifting their focus to developing superior storefronts. However, a 2014 national shopping study indicated that consumers prefer shopping at brick-and-mortar stores to those online. As a business owner, where does this leave you? Should you focus primarily on the...

Don’t Let These Customer Service Slipups Cost You Any More Money

If there’s one thing I’ve learned about customer service, it’s that problems don’t begin with customers — they begin with you and your team. A missed customer service opportunity usually doesn’t seem like the end of the world, but even small mistakes can cost you in the long run if they’re left unresolved. When you...