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...
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...
Almost all multi-location businesses use some form of audit to measure execution against brand standards. Some companies outsource these audits, others use internal staff. Regardless of who collects the data, this rich source of information and its business impact can be overlooked. The impact of a slip in brand standards can have a dramatic impact on your company’s sales and reputation, potentially causing irreversible damage to your brand. Here are four tips for ensuring that you...
Big Data presents great opportunities for insights into the customer experience, but it is not without its challenges. The problem, of course, is that Big Data, by definition, means that there is increasing volume, velocity and variety of data. That volume and velocity of data often outstrip a company’s ability to utilize it.Over the past decade I have seen brands gather data from various sources (mystery shopping, customer satisfaction surveys, social media,...
Social media strategies now require a large percentage of our marketing budgets. In fact, Forrester research forecasts that US social media spending will increase dramatically in the next five years, from $13 billion in 2016 to $30 billion in 2021 with a growth rate of 16.9%. In Europe, growth is projected at 18.4%, from $7.4 billion in 2016 to $17.3 billion in 2016 (US dollars). And advertising is only one component of social media dollars spent by big brands. We divide that...
Many companies have invested in camera and beacon technology to track customers within brand locations. That data is very rich. How can you make sense of the plethora of information? We recommend tying behavioral data from these sensors to the subjective data supplied by customers.For example, a Market Force partner uses sensor data to track cars and people at a gas station and convenience store. Data includes unique visitors, first time visitors, dwell time at certain...
When was the last time you took a walk in your customer’s shoes and experienced your brand from their perspective? Having a clear understanding of their priorities and how those priorities connect to your bottom line is extremely important.The reality is, our knowledge of the customer experience, customer expectations, and our ability to deliver against their needs, is in constant flux. If we get complacent we may find that our focus, metrics, and the systems we use to manage...
The referendum results taking the United Kingdom out of the European Union has created an atmosphere of uncertainty. Financial markets initially responded unfavorably and analyst assessments of the economic impacts in the short term cover virtually any potential outcome Euromonitor forecast declines in GDP and increases in both unemployment and inflation. (See http://blog.euromonitor.com/2016/06/the-brexit-vote-is-in-what-next-for-the-uk-leave.html). In stark contrast are predictions that...
On June 21 and 22, Market Force participated in the Forrester Customer Experience (CX) conference in New York City. A report by Markets and Markets estimates that this space is due to grow to $8 billion by 2020, and certainly the level of commitment and investment by presenters validates that trajectory. I found the conference very valuable and walked away with a few key points that I’ll share with you. All of these points are framed by a keen focus by the world’s largest companies in...
These days, virtually every company has developed a mobile app—and consumers have responded well. In Market Force’s industry panel research, we ask consumers to tell us about how they use mobile apps—and which apps they’ve downloaded and how they use them. Consumers check gas prices, comparison shop for groceries and check to make sure merchandise is available.So how can multi-location brands use apps to collect customer experience data? How can they get information...

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