Market Force Perspectives

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Metro PCS partnered with Market Force Information in January 2016 to launch a mystery shopping program, with results delivered real-time on Market Force’s KnowledgeForce platform. KnowledgeForce provides a snapshot of the customer experience even at the location level, allowing managers to ensure they are keeping a clear focus on key performance indicators and compliance to brand standards. Over the past two and a half years, we have worked with Metro PCS on...
For emerging restaurant concepts, scale is the name of the game. Increasing the number of locations is the quickest way to obtaining meaningful additions to revenue; however, the industry is littered with brands that didn’t get it right—chains that grew too much too quickly. There is a delicate balance between growth and instilling processes that ensure quality and consistency at each location. The strongest brands provide the same experience regardless of where the...
You may be forgiven for thinking that data protection doesn’t really have a lot to do with a mystery shopping program. But in fact, it’s important to ensure that your mystery shopping program protects your employees’ personal information in order to be compliant GDPR (General Data Protection Regulation).Without safeguards, your mystery shopping program might be collecting and processing personal data on your employees without you realising it, or without...
For many High Street operators, trying to drive same-site sales growth in the current UK business environment could be considered challenging; using a Customer Experience programme to achieve such growth, fanciful.However, a well-designed Customer Experience programme can deliver meaningful results that can be the difference between preserving the business and closing sites. In the current UK business environment affecting retail, restaurant and café operators, that’s the...
The Economist famously reported that ‘the world’s most valuable resource is no longer oil, but data’.*Whether you agree with this premise or not, one thing is undeniably true—data and information are extremely valuable assets for modern businesses, far more than they have been in the past. This new abundance of data represents great opportunity to improve products and services, leading to enhanced customer experiences, which in turn generate more data. And advances in...
It’s always heart-breaking to read of potential job losses because of store closures, as has recently been announced in the UK by Toys R Us and Maplin. It’s especially hard to take when some of the issues were foreseeable and resolvable months ago.In an effort to cut costs, management cut staff levels in stores, which resulted in lower customer service. Based on Market Force Information’s research, brands that consistently deliver excellence on operational standards in their...
The customer experience industry is evolving, and with it, a need to evolve the approach to helping organizations protect their brands, delight customers and make more money. The days of simply putting in measurement systems and reporting on results just don’t deliver enough value.  Best-in-class organizations are leveraging multiple customer experience measures, including mystery shopping, customer surveys, contact center services, and social media review tracking...
I went shopping this weekend, visiting all types of stores, both brick and mortar and online.  My in-store customer experience was all over the place — from a home improvement retailer who made me wait in a line of six people, even though I could see associates not helping anyone, to a national beauty supply chain where not only did I have to chase down someone to help me, but was also told, “we’re not carrying that anymore,” to a shoe purchase experience where the...
2017 is now in the books and while the year saw many prognosticators predicting the end of retail as we know it, I am happy to report that according to a MasterCard SpendingPulse report released the day after Christmas, retail spending in the United States was up 4.9% in 2017 compared to the same period last year.This data has everyone in the retail space feeling optimistic that our new economy will help them overcome some of the headwinds they faced...
We all know how important data is to any business. In today’s world we are collecting and storing more data than ever before. In fact, in the last two years we have generated 90% of the world’s data.This has been fuelled by the breakneck speed of the technology sector. Innovative startups and a highly competitive landscape constantly driving new and exciting technologies—all leading to the data explosion we see today. This pace however, has had a flip side; In order to keep...

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