Real Talk

Business Blog

  1. Over the past few months, the notion of customer experience and what that means has been upended by COVID-19. Simple events like a trip to the store or going out to eat have become filled with unique challenges. These challenges have impacted everything from consumer trust to how to handle contactless operations, as well as

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  2. Customer experience and customer service often seem interchangeable, but are they actually the same? The answer is simple: customer experience and customer service are related, but not the same. Customer experience encompasses the entire customer journey; whereas customer service is just one stop in the journey. Customer Experience A customer’s journey begins with the initial

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  3. As times change, business must be quick to adapt.  The sudden outbreak of the coronavirus (COVID-19) has created mass panic and left many companies to make changes quickly. As the public is being urged to stay inside, companies that rely on consumer interaction are being greatly affected. Most restaurants are being forced to use carry-out

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  4. For companies operating in the hospitality industry, it is becoming more important to provide their customers with the highest quality of customer experience. As a company, you want to stay modern and up to date to find the best way to build and train your staff. According to Forbes, “when a guest feels the hotel

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  5. AUSTIN, Texas – Reality Based Group, the leader in customer experience management, has been recognized with the 2019 Greater Austin Chamber HID Global Innovation Award. RBG continues to focus on evolving the customer experience and finding better ways to deliver results with innovative products like GameFilm® for Business. For A Second Year in a Row 

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  6. In recent years, customer experience has reached a level of highest importance. And, customers no longer view their experiences in just one industry. Instead, they compare their experience to top firms in other industries. How can bank mystery shopping help in this regard? If financial institutions want to stay ahead of the competition, banks must

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  7. The progression of the airline industry continues to fast-track. Earnings have dropped, and pressures continue to escalate for airlines to increase their revenues in the face of growing competition. That’s where airline mystery shopping can help improve your customer experience.   If airlines focus their efforts on refining their customer experience and developing brand loyalty,

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  8. Competition in the restaurant industry is at an all time high, making it harder for brands to differentiate. More than ever, we are seeing consolidation through investment and management firms resulting in 50 of the largest restaurant chains being owned by only 10 companies. As the pressures in this industry grow, it can be easy

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Shoppers Blog

  1. The progression of the airline industry continues to fast-track. Earnings have dropped, and pressures continue to escalate for airlines to increase their revenues in the face of growing competition. That’s where airline mystery shopping can help improve your customer experience.   If airlines focus their efforts on refining their customer experience and developing brand loyalty,

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  2. 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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  3.   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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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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Real Talk |News, thoughts, and musings on the evolution of Customer Experience. All news »

 
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