Daniel Bakst

The Power of a Greeting: How One Simple Act Can Impact the In-Store Experience

While we like to think about relationships with consumers from a broad organizational perspective, ultimately the heavy load of this consumer perception is carried by the people directly involved in these interactions. At the end of the day, it comes down to your employee’s...

The Best Ways To Provide Customer Service Via Live Chat

There is a massive opportunity for brands operating within digital channels to optimize the way they communicate with and provide service to consumers online. Instead of forcing customers to call your representatives or visit your brick-and-mortar location to get questions answered, create a live...

Are You Working With An OmniChannel Expert?

Customer relationships are the foundational building blocks of a high-performance organization. Brands that intentionally design their experience to ensure that each individual interaction ends positively are contributing to happy consumers, but also to a system that encourages overall growth. However, in the modern business...

Mystery-Mapping: Use Secret Shopping Programs To Craft Customer Journeys

Photo Credit: iStock Capturing accurate information about customer behavior can be a major differentiator between achieving growth or experiencing stagnation for brands in any industry. This is especially true in the modern age, because improved technology has granted customers more divergent paths-to-purchases than ever before....

Understanding The Impact Of Competitive Benchmarking Programs

Contextualizing your brand’s place amongst competitors is vital to creating a leading Customer Experience. Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the...

Is Your Brand Monitoring Its Social Media Reputation?

photo credit: (istock) Capturing an accurate understanding of how customers perceive your brand can serve as an invaluable resource to improve your existing Customer Experience. There are plenty of different ways to acquire this information, including mystery shopping and voice of customer survey programs. Due...

The Importance of Conveying a Modern Customer Experience

photo credit (istock) In the fashion world new styles are always popping up, supplanting the mainstays in a constantly evolving organic life cycle. To be successful in this environment, industry leaders need to consistently understand how customers are perceiving their ideas and then be able...

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