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...
Businesses that don’t think reviews on social media matter are making a huge mistake. Users on social media platforms can have an immediate and deleterious impact on the bottom line.Just ask the Starbucks CEO after staff at a Philadelphia store called police on two African American men waiting to meet a friend. The interaction was caught on a smartphone and went viral. What followed was the shutdown of all locations nationwide as a training was conducted for all employees.Or...
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...
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...
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...
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...
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...
In a Forrester Research article authored by Jennifer Belissent, PhD, Forrester, the author defines insights services in this way:"Insights services combine internal and external data sourcing and advanced analytics to deliver actionable business insights that clients subscribe to and apply to specific functional or verticalbusiness use cases."                      —Insights Services Disrupt The Data And Analytics Market,...
In February of 2017, Market Force fielded research about the consumer experiences at gas and convenience stations. Over 11,000 responses were received. We asked a variety of questions—including what determines where they purchase fuel. The answers may surprise you:Price  77% of consumers rated price as a key component for where to fuel. Price/gallon tends to be very competitive—within a few cents—so filling a ten gallon tank will only save a few quarters. But it...
Market Force continuously evolves its product set to meet the needs of our clients. One of those needs is providing an easy way for our clients’ internal teams to compile and report audits. We have just released our new Eyes:On audit app, a tool that saves auditors time and make data more tangible.I am privileged to work with a Market Force client in the retail industry with over 900 locations here in the UK. This client has implemented the Eyes:On app, going from an internal...

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