Market Force Perspectives

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One of the best ways to increase business performance isn’t to push for more sales – it’s to invest in your employees. Companies that focus on employee experience tend to see greater improvement in business performance. Stock prices on Fortune’s 100 Best Companies to Work For list rose 14% per year from 1998 to 2005, while companies not on the list increased their stock price by an average of just 6%. Another study found that companies that improve their employee-written...
In an ongoing effort to solidify client relationships and consult on successful Customer Experience (CX) best practices, Market Force’s UK client strategy team planned a day of collaboration to bring the topic of CX front and center. On October 10th, the team hosted a forum where representatives from various consumer-focused industries had the opportunity to share business challenges and have meaningful dialogue with CX thought leaders. This inaugural CX Collaboration Day...
If you travel as much as I do, and care as much about customer experience, you stick with brands that provide exceptional service and reward loyalty. As the leader of a customer experience practice who believes in the power of CX on loyalty, it’s understandable that within reasonable cost variations, I fly the same airline, stay at the same family of hotels, and frequent the same restaurant brands wherever I go. You likely do the same thing. We are creatures of habit and when...
How important is it to you that a company your purchase from is socially responsible? Important enough for you to pay a little extra for the product or service? Would you refrain from purchasing from a brand that supports a cause you are opposed to?Marketing research data collection company Focus Pointe Global (FPG), in collaboration with customer experience management company Market Force Information, recently posed these questions and more to members of the FPG QualPanel®...
It’s no secret that data plays a critical role in customer experience. In order to provide personalized and convenient solutions, brands must have a deep understanding of their customers. This data allows companies to have strong insights into their customers, their industry and their progress.Many companies rely on survey and feedback data to gain this information. While these data sources are incredibly useful and helpful in understanding customer perception, they don’t...
What does it cost if you fail to deliver on your brand promise? How does it affect your current and future sales? What does it mean for the long-term health of your business and ultimately your brand? These are important questions and, unfortunately, to ignore them can be a costly mistake.There is a simple truth when it comes to in-store execution. It costs just as much to deliver a bad experience as it does a great one.  Labor costs vary only...
Most convenience store and gas station operators understand the importance of an excellent customer experience. After all, fuel price and location are not the only factors that drivers consider when deciding where to fill up. But, the holy grail for these businesses is predicting how improvements in consumer experience can grow fuel volume sales.For more than a decade, Market Force Information has worked with Phillips 66 to design and conduct a mystery shopping program for...
Customer experience (CX) key performance indicators (KPIs) are important for any customer-facing brand because they let the business how satisfied and loyal its customers are. The best CX KPIs are typically focused on customer perception with metrics such as Overall Satisfaction (OSAT) and Likelihood to Return. Some surveys also include a question about Problem Experience and how effectively a business resolved a customer’s issue. These specific survey questions have a...
As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel. We recently picked the brain of Ryan Stewart, our Vice President of Canadian Operations and Global Contact Center, to learn why chat is gaining in popularity, how it compares to other customer communication channels and which organizations should be using it.1. Chat has been around for two decades, yet it...
My office is located in Peachtree Corners, Georgia and for as long as I can remember, there’s been a Chick-fil-A right around the corner. I’ve loved having it there because it’s a tremendously convenient and great-tasting option for when I need something good to eat and quickly get back to the office. In fact, the drive-thru’s always really impressed me, on the rare occasion that I don’t go in. Around lunch time the line almost always wraps around the store. ...

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