Market Force Perspectives

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You've painstakingly crafted your brand, your organization lives and breathes its values, and customers are responding to its message. During these uncertain times protecting that brand image is paramount. As business changes, so does the need to establish processes to interact with customers, secure feedback, answer questions, and resolve issues. You need a contact center. Whether your approach is homegrown or outsourced, it’s imperative to institute an engagement strategy...
The competitive grocery space has experienced so many changes in just the last 12 months. The pandemic and shutdown have caused the online grocery business to explode with growth. In this dynamic and competitive landscape, keeping the focus on your customers and delivering to your brand standards can be challenging. So to help you do that, let us offer five tips for measuring customer experience in the grocery industry. Pay close attention to the checkout experience. From...
When your organization spends its marketing dollars to drive traffic, you want a great ROI. That only happens when your operational partners deliver a great experience. So here are three reasons why you should consider mystery shopping. Mystery shopping is done by trained professionals. When you hire a reputable mystery shopping organization, they have high standards in recruiting and educating their mystery shoppers. It’s a core competency of theirs and one that is worth paying for. If you...
COVID-19 has brought uncertainty and many consumers inside. With new customers coming online and existing customers developing new behaviors, what was once common behavior is now changing quickly. Companies that adjust to the dynamic needs of customers will recover more rapidly and be better positioned than competitors.Properly managing the digital customer’s experience with these strategies can prepare customer forward companies for success in the days after COVID-19. 1...
As we go into what feels like week 7,462,318 of the pandemic, I think it is fair to say that most of us have gone through every emotion possible. For me, I will readily admit to feeling exhausted, anxious, scared, angry, and nervous. All the titles I hold – Leader, Employee, Mom, Wife, Daughter, Sister, and Friend – have been challenged in ways they never have been before. Because we ideally bring our “whole self to work”, Employers have to assume the environment has limited...
Consistent with historical findings, our latest Consumer Sentiment Study, indicated that consistently satisfying consumer expectations and building trust is the best way to achieve resilience, in any market. This is easy to say, and incredibly hard to do at scale. Based on years of assessing customer and employee experience measures, we find there are common strategies that successful brands adopt that enable them to become leaders in their respective industries. Four...
The results of Market Force Information’s annual US Grocery Competitive Benchmark study are in, and it is good news for brands that offer digital grocery shopping services. No doubt, the COVID-19 outbreak has transformed the grocery shopping experience as we know it. If a brand had operational challenges pre-pandemic, reduced staff and safety restrictions amplified longer than normal lines, out of stock products due to product hoarding, and increased business volume. Our...
As parts of the nation still find itself locked down by the COVID-19 pandemic, consumer expectations and behaviors are changing! As this new normal is likely to last well past the current health crisis, Market Force wanted to understand these new marketplace dynamics. To better understand consumers, how they are feeling, and what they are doing, we surveyed almost 4,000 US consumers. We wanted to see how they perceive restaurants responding to infection control, attitudes...
Are you opening soon?If you are in a region that is opening soon, now is the time to finalize your re-launch plan and ensure you are ready to meet the expectations of your customers and most importantly, your employees. There is still time to consider your game plan, but time is of the essence. We invite you to take advantage of our valuable COVID-19 toolkit including a free employee health and wellness study and affordable brand trust audits to evaluate how well you are...
On a state-by-state basis, shelter in place mandates are being lifted as non-essential businesses are starting to reopen. States like Georgia and Texas have opened with limited capacity requirements based on published guidelines for businesses to follow. But while each state’s guidelines are different, there are universal characteristics for reopening that are largely based on guest preferences. As consumer expectations have changed as a result of the pandemic, Market Force...

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