Market Force Perspectives

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Incenting Employees: Three Best Practices from our Clients

Our clients often ask us how other companies incent their employees to deliver exceptional customer experiences. Practices range widely and tend to group into three major categories. Let’s take a look at those categories and why they are used: Appreciation through badges, certificates, pins, etc. That “badge of honor” really matters to the front line. A certificate acknowledging superior performance, signed by an executive, makes an indelible mark on employees. They are proud...

Innovation in Social Media: The Power of a Listening Ear

Social media strategies now require a large percentage of our marketing budgets. In fact, Forrester research forecasts that US social media spending will increase dramatically in the next five years, from $13 billion in 2016 to $30 billion in 2021 with a growth rate of 16.9%. In Europe, growth is projected at 18.4%, from $7.4 billion in 2016 to $17.3 billion in 2016 (US dollars). And advertising is only one component of social media dollars spent by big brands. We divide that...

Making Sense of Sensors and Beacons

Many companies have invested in camera and beacon technology to track customers within brand locations. That data is very rich. How can you make sense of the plethora of information? We recommend tying behavioral data from these sensors to the subjective data supplied by customers.For example, a Market Force partner uses sensor data to track cars and people at a gas station and convenience store. Data includes unique visitors, first time visitors, dwell time at certain...

Time to Re-evaluate Strategy

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 priorities connect to your bottom line is extremely important.The reality is, our knowledge of the customer experience, customer expectations, and our ability to deliver against their needs, is in constant flux. If we get complacent we may find that our focus, metrics, and the systems we use to manage...

Brexit: What’s the Impact to Your CX Strategy?

The referendum results taking the United Kingdom out of the European Union has created an atmosphere of uncertainty. Financial markets initially responded unfavorably and analyst assessments of the economic impacts in the short term cover virtually any potential outcome Euromonitor forecast declines in GDP and increases in both unemployment and inflation. (See http://blog.euromonitor.com/2016/06/the-brexit-vote-is-in-what-next-for-the-uk-leave.html). In stark contrast are predictions that...

Forrester CX Conference: CX Investment Remains Core for Leading Brands

On June 21 and 22, Market Force participated in the Forrester Customer Experience (CX) conference in New York City. A report by Markets and Markets estimates that this space is due to grow to $8 billion by 2020, and certainly the level of commitment and investment by presenters validates that trajectory. I found the conference very valuable and walked away with a few key points that I’ll share with you. All of these points are framed by a keen focus by the world’s largest companies in...

Mystery Shopping: Four Mistakes To Avoid

Mystery shopping is an extremely important tool to have in your customer experience management toolbox. Why? Because it measures each location’s adherence to brand standards. Brands invest six or seven figures in their merchandising strategies and planograms, sales associate training, line management protocols, and healthy and safety regulations. Those investments are wasted if teams don’t adhere to them.Mystery shopping is an objective, standardized method for measuring operational...

Three Tips for Collecting Customer Experience Data on Mobile Apps

These days, virtually every company has developed a mobile app—and consumers have responded well. In Market Force’s industry panel research, we ask consumers to tell us about how they use mobile apps—and which apps they’ve downloaded and how they use them. Consumers check gas prices, comparison shop for groceries and check to make sure merchandise is available.So how can multi-location brands use apps to collect customer experience data? How can they get information...

Customer Experience Management: Revamp Your System!

Have you been measuring the same things in your customer experience surveys for the past three years? Has your mystery shopping program been in place with little change? Has it been 6 months or more since your team met to clearly assess your measurement program—including spend and ROI? If so, it’s time to step back and do a clear-eyed evaluation.Too often, measurement systems are left running untouched for months or years. That’s a mistake. The market is dynamic,...

Our Wireless Carriers: What We Love and Hate

Smartphones. Ubiquitous, necessary, entertaining, and the way we connect to our world. Behind those smartphones are our wireless carriers who provide the infrastructure that allow us to make calls, download data, watch videos, play games, and read the news. So what kind of customer experience do the wireless carriers provide—and what do we love and hate about them?Market Force has just released the results of its CX competitive benchmarks for wireless carriers in both...

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