Category: Customer Experience

Online sales are expected to increase 7-9% this holiday season as compared to other retail sales, which are expected to jump 2%.  Just as measuring customer experience in stores and over the phone is eye-opening; measuring the online experience enables companies to gain feedback that can lead to improved offerings.  In the retail environment, managers can overhear and observe customer interactions.  Managers can't make concrete observations during an online experience, so some type of measurement mechanism for online experiences is even more imperative.

Gift cards are always an important element of retail offerings during the holiday season, but perhaps even more so this year, as companies conform to new gift card rules.   While consumers increasingly choose gift cards for holiday purchases, 13% of customers indicated in the 2010 gift card survey that they would be reluctant to purchase gift cards with expiration dates and additional fees.   Now, thanks to the new rules, consumers have fewer fees to consider when deciding on gift cards. The new rules mandate that companies may no longer charge fees for gift cards that are dormant or inactive.  Another element of the rules is that stores list gift card disclosures clearly on the back of the gift card.

Many organizations train employees to use a step-by-step method for problem resolution. This is an effective way to ensure that employees handle customer issues according to company standards and prevent customers from leaving.  

The fact that customers don't like to wait is no surprise, especially in a digital era when consumers access many services immediately and on demand. A recent study showed that 69% of those surveyed said that they had to wait for an appointment with a service or utility provider, or some other type of delivery.

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?