Market Force Perspectives

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Having worked in the CX space for 14 years across a variety of multi-location brands, I have seen a common thread in customer experience programs that are successful in improving customer satisfaction and driving business results. Not coincidentally, these programs follow recommended best practices: Strategy: The program is aligned to strategic objectives Multiple Lenses: Various performance measures (mystery shop, audits, customer surveys, employee surveys, etc.) are...
The 2017 Customer Experiences and Competitive Benchmarks Study has just been released by Market Force and the results should serve as a call to action for banks across the country. Despite the best of intentions and millions of dollars invested for customer experience improvements, customer loyalty scores at traditional banks have declined across the board. And not surprisingly, the percentage of consumers who say they intend on switching banks in the next 6 months...
Many restaurant chains are claiming their traffic is down because of Millennials' changing dining habits. And it is true that we are becoming a nation of “autonomous customers” who research restaurant reviews and move easily between brands. Another change affecting Millennial restaurant traffic is an increase in food-delivery services (see “Food-delivery services are exploding," October 10, 2017.)However, flying in the face of the assertion that Millennials are the...
If you’ve felt like food-delivery service is exploding, you’re right. According to investment firm Cowen, this trend is expected to continue."All in, we forecast delivery to grow from $43 billion in 2017 to $76 billion in 2022, 12% annually over the next five years," said Cowen chief analyst Andrew Charles. "Our Survey data shows plenty of room for Online to take share." (Thomas Frank, “Home food delivery is surging thanks to ease of online ordering, new study shows,”...
Mystery shopping programs: Driving brand standards across all locationsMost organizations leverage mystery shopping to “inspect what they expect” on a recurring basis. They implement programs that enable the business to understand where brand standards are being met and where opportunities exist for coaching. These programs are typically focused on basic customer service and brand compliance matters such as greeting and engaging customers, adherence to appearance...
We continue to be told that brick and mortar stores are going the way of the dinosaur, that they will all be gone before long and that Amazon will be the one-stop shop for all purchases that we make. And to look at the number of retail store closings for 2017, there is certainly strong evidence to support that conclusion. Source: "There's one major thing everyone gets wrong about Amazon and the retail apocalypse," Hayley Peterson, Business Insider, July 22, 2017.And...
A Common Mistake—Focusing on the Wrong TargetWhen I was a franchise operator, the franchisor was excited about creating a successful new CX survey program. After using the system for a few months, the executives reviewed their progress and identified five key drivers of satisfaction. They believed that if all of their locations would focus on the five drivers, CX scores and revenues would naturally increase. They were so confident this would happen that they decided to set a...
 A new research study by Deloitte (2017 Global Mobile Consumer Study) contends that the wireless industry will continue growing in 2017, fueled by the Internet of Things (IoT). Their research points out three major trends driving the growth: "US consumers are looking at their devices more than 9 billion times a day in the aggregate–up 13 percent from last year. Smartphone sales are still strong, with penetration up 10 percent year over year, and the highest growth...
Does your organization execute customer service in a flawless, exceptional manner?  It’s unlikely you’ve said yes – if you have, congratulations! It’s more likely that you’ve recognized opportunities within your organization to improve upon the customer experience. What Disappointed Customers NeedCustomers who choose to contact you about a negative experience have three core needs. They want to: Be heard Be respected See prompt action to resolve their problemA...
In February, Forrester Research released its report titled “The Forrester Wave™: Insights Service Providers Q1 2017 | Leaders Emerge in a Nascent Insights Services Market” written by Jennifer Belissent, PhD and Elizabeth Cullen. Forrester included Market Force Information® as a domain-specific insights provider in their consolidated vendor landscape. A graphic from this report calls out Market Force in an ecosystem of industry-specific, domain-specific, and...

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