Real Talk

Business Blog

  1. To fully understand the scope of customer experience optimization, we must define exactly what customer experience is. What many don’t realize is that customer experience spreads far beyond the purchase, website visit, or even a customer service contact. It incorporates your customer’s experience, each time he or she interacts with your brand whether on social

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  2. Business is moving faster than ever before and we’re experiencing a boom for innovation in every area of business. Numerous surveys conducted over the past two or three years correctly report that customer experience will be a priority for most businesses. And companies are figuring it out. Past studies predicted that by 2019 more than

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  3. No business wants to be told that it’s not performing up to par, but collecting data regarding areas where they can improve can be challenging. A mystery shopping program can be a great tool to improve the customer experience in your business. But how do you implement a program that will gather the data needed

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  4. Your brand is fundamentally comprised of the relationships among your customers, stakeholders, and employees in addition to the attitudes and feelings your brand brings to mind when they think about or interact with it. It’s what you represent in the marketplace, and it establishes customer expectations for doing business with your company. Customer experience is

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  5.   As a business owner, you know that when employees are not engaged at work, their performance and overall productivity plummets. On the other hand, when employees are engaged, they tend to perform their work with more excitement and commitment – and this directly affects your bottom line. In today’s competitive climate, the need to

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  6.   The point at which a consumer purchases your product or service is just a single step in a long journey that has been shaped by all the moments leading up to it. And an unfavorable incident at any phase of this journey can result in a lost customer. As a business owner, you must

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  7. From voice recognition to virtual reality, modern technology is changing many aspects of the world at an unparalleled speed. It’s transcended into retail businesses with rapid advancements in big data and artificial intelligence. But it has also prompted some questions regarding the future of the conventional brick and mortar sales outlet. As a result, traditional

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  8. With over half of consumers claiming they would willingly pay more for improved customer experience, businesses of all sizes are finding it increasingly important to pay more attention (and invest more resources) to service and support, not just the quality of their product. In today’s social media world, a negative customer experience has wide-ranging results, potentially

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Shoppers Blog

  1. In spite of the popularity of online shopping, approximately half of today’s consumers still prefer to shop at brick-and-mortar stores where they can see and feel the item prior to purchase. And for them, the shopping experience is just as important as the quality of the product they’re considering. Because of this, the expectations for

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  2.   Mystery shopping is a great way to earn some extra cash for doing things you would normally do anyway. Things like getting your oil changed, visiting your favorite stores, going grocery shopping, and trying hot new restaurants in your area. New mystery shopping scams pop up all the time. The truth is, if it

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  3. We’ve all heard the stories about how things were back in the day. Before cell phones, computers, even remote controlled TVs. For some, it might feel like just yesterday but there certainly were some stark differences compared to today. If you’re new to mystery shopping, you might not have heard what our back in the

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  4. No matter what type of assignment you have, the report required at the conclusion of your shop typically includes a battery of questions along with text and narrative boxes in which to expound upon your experience. Answering the Yes/No/Not Applicable questions is usually easy but many shoppers find writing detailed descriptions of their encounters a

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  5. At Reality Based Group, we’re evolving the customer experience. Likewise, we are constantly evolving how you can measure, manage and improve that customer experience with new solutions and services. Our newest offering is InstaShops, which gives you the power and unique insights provided by mystery shopping without the contract.  Who uses InstaShops? Mystery shopping provides

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  6. Every shopper has a story. You carefully plan out your mystery shopping day, mapping out the best routes, double checking shop times and addresses, reviewing guidelines at least three times – you are a prepared professional on a mission. But then fate intervenes and your plan of action starts to unravel. These obstacles are beyond

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  7. One of the most emphasized aspects of successful mystery shopping is to blend in with the crowd, whether you’re auditing a fast food restaurant or an upscale hotel. While these roles require you to act like a typical customer/client, it’s also important to dress for the part. It’s more than under dressing or overdressing for

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  8. When an assignment email is sent to a shopper, they simply accept or decline the offer. If they accept the job, one mouse click opens the report and when it’s complete, all it takes is one more simple click on the Submit link and the task is complete. Many shoppers are curious about how these

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Real Talk |News, thoughts, and musings on the evolution of Customer Experience. All news »

 
Customer Experience Predictions For 2019

 Posted by judy pugh

 December 28, 2018

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