Marianne Hynd

How Can You Stop Sales Quickly? Build Walls Between Online, Phone & In Store...

Customers appreciate a seamless journey – no matter where they start in the sales process, they expect very little friction from interest to purchase....

Please Stop Feedback Competitions Among Your Staff

“Thank you for shopping with us. My name is Jenny. I’m going to write that on the receipt. Please take the survey listed on...

Why Monitor the Customer Experience If You Don’t Act On The Data?

Every time I see a LifeLock commercial, I think about our mystery shopping and customer feedback programs. There is one line that stands out: "I'm...

Why My Daughter and I Don’t Bank Together

I will be the first to admit I don't know a whole lot about financial regulations and changes to policies regarding bank accounts. However,...

Yelp Reviews Can Save the Day AND Get You New Customers

Life gets busy, and sometimes you just have to rely on the internet and user reviews. Sometimes it works out great, and sometimes not...

What Makes Consumers Want To Sabotage Your Brand?

20 million YouTube views, $180 million in damages to company shareholders.... This is one of probably the most extreme outcomes of customer sabotage. This happened...

Customers Feel They Aren’t Being Heard – Here’s What You Can Do

The 2016 Customer Experience report was released recently, and many of the findings highlight how customer service is failing. One highlight focused on customer...

Don’t Leave Customers Frustrated: Best Practices in Phone Automation

Imagine this scenario... You are working on a big project for work, and it is due in a few hours. You're coming into the home...

Case Study: Employee Feedback Gone Wrong

Employee feedback is important to the success of a company; simply put, gathering feedback from your employees can give insight into many areas of...

Your Social Media Monitoring Program May Be Missing Content

Social media moves fast, and users' posts are getting shorter and shorter, more often just images without much text. Consider the following: 69% of...

The Death of Black Friday

My 11 year old son asked me a few weeks ago if we could go shopping on Black Friday. He's heard about it and...

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