Just as the dust has settled, along comes a new shift in the data protection landscape.The California Consumer Privacy Act (CCPA), enacted in June 2018, has been cited by some as a move towards a GDPR-type data privacy law,1 which not only will provide California residents with a set of comparable rights with respect their personal information but which also places obligations on businesses which collect, use, sell or disclose that information. 2The CCPA is not an...
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...
Looking for insight in 2016 into how it executes in each of its stores in serving customers, MetroPCS partnered with Market Force Information to launch a mystery shopping program. The key component of the sales efficacy and customer service measurement tool was for the shopping results to be delivered real-time on the KnowledgeForce online reporting platform. This platform provides a snapshot of the customer experience at the location level, allowing managers to ensure...
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...
Many restaurant chains are claiming their traffic is down because of Millennials' changing dining habits. And it is true that we are becoming a nation of “autonomous customers” who research restaurant reviews and move easily between brands. Another change affecting Millennial restaurant traffic is an increase in food-delivery services (see “Food-delivery services are exploding," October 10, 2017.)However, flying in the face of the assertion that Millennials are the...
We continue to be told that brick and mortar stores are going the way of the dinosaur, that they will all be gone before long and that Amazon will be the one-stop shop for all purchases that we make. And to look at the number of retail store closings for 2017, there is certainly strong evidence to support that conclusion. Source: "There's one major thing everyone gets wrong about Amazon and the retail apocalypse," Hayley Peterson, Business Insider, July 22, 2017.And...
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That lively discussion highlighted the differences in the two metrics. At Market Force, we think about and use them in very different ways—and it has to do with the exact question being asked.NPS asks “How likely are you to recommend [brand name] to a friend or colleague?” The question focuses on...
Open-ended comments from sources such as social media, customer surveys, and your contact center can provide rich insights for both the brand and its locations. Executives can see and react to the macro-level brand relevant commentary that will help them shape strategy, products, merchandising, customer experiences and pricing. Location-level operators and franchisees can use commentary to drive and focus training, empowering teams to execute both brand and operational...
According to Deloitte nearly three quarters (72%) of consumers still want to use their local branch to access financial services. This emphasizes the importance of the branch experience on customer loyalty—at least for now. However, our most recent competitive benchmark shows over one in ten banking customers are not satisfied with their relationship with their primary bank. This makes brands vulnerable to losing market share. Overall, 12% of all banking customers are...
Brands continue to invest in customer experience—and that investment is validated by independent analysts in the CX space. MarketsandMarkets projects that the CX space will grow from $4 billion in 2014 to $8 billion in 2020.Why do brands continue to invest in CX? Because there is a high ROI.In the recent Market Force webinar featuring Forrester, titled “Show Me The Money”, Forrester profiled companies that they have identified as CX leaders and CX laggards....

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