Real Talk

Business Blog

  1. After many concentrated hours of quality analysis, fieldwork, intrinsic research, and valuable insights, you receive your Mystery Shopping Report. This important data is designed to help you develop tactics and coaching tools to increase your sales and service performances. Eventually, the report finds its way to one of the stores that have been visited by

    READ MORE »
  2. Each year we hear more and more about the boost in online sales, and discussions about the death of brick-and-mortar stores continue to develop with it. In this digital age, that opinion doesn’t seem misdirected, but are the pessimists actually right? Even though there is some weight to their arguments, the brick-and-mortar stores aren’t going

    READ MORE »
  3. It’s a known fact that today’s consumers have more purchasing choices than ever before. And just one bad experience can cause significant brand damage. This so-called retail Armageddon can be traced back to a sudden surge of options. And a side effect of that is that shoppers no longer have to put up with factors including a

    READ MORE »
  4. Once the norm in retail employee training and perfected in the quick-serve restaurant industry, upselling isn’t always witnessed in retail environments, including convenience stores. Today we’re discussing the ins and outs of upselling in the retail environment, specifically in convenience stores. Cross-Selling vs. Upselling Cross-selling and upselling are often incorrectly viewed as being equal. However,

    READ MORE »
  5. Today, Customer Experience (CX) is one of the hottest buzzwords in the world of business. Businesses are allocating more resources than ever before into providing a robust customer experience. In fact, many companies are expecting to compete on customer experience more than quality or price in the future.

    READ MORE »
  6. Businesses across many industries are welcoming the concept of customer centricity by relinquishing traditional business-driven strategies and instead implementing more customer-driven ones. What is customer centricity? The term “customer centricity” is sometimes used as a universal way of describing customer feedback and satisfaction results. But making – and keeping – people happy is only one

    READ MORE »
  7. Many business owners view customer experience (CX) and customer service as being interchangeable. But the fact is, one impacts emotion and feelings incorporating the entire customer journey, while the other is a single touchpoint with a brand. How Is Customer Service Different Than Customer Experience? In most cases, a customer’s first interaction with a company

    READ MORE »
  8. There’s an old saying that states that the keys to success are location, location, and location. But when it comes to the world of customer service, the three keys to a successful customer experience are consistency, consistency, and consistency. And while there is a lot that goes into providing a mind-blowing customer experience, if there is something

    READ MORE »

Shoppers Blog

  1. RBG’s clients represent all types of consumer industries. From keeping your pet healthy to home improvement, fast and slow food purveyors, banking, hotels, automotive care and valet parking, businesses across the country care so much about providing quality goods and services, they invest in top quality mystery shopping services. However, in many cases, conventional mystery

    READ MORE »
  2. Insurance may be one of the trickiest commodities to market, albeit one of the most important. When you buy most types of insurance, you’re protecting your assets from a catastrophe that may or may not happen – and the odds of nothing happening are generally in favor of the consumer. The good news for insurance

    READ MORE »
  3. Anyone who’s ever rented an apartment or duplex can tell you stories about their quests for shelter that will keep you spellbound for hours. Anecdotes range from unbelievably positive experiences of beachfront properties rented for pennies on the dollar to kooky neighbors and managers to the most bizarre properties and amenities you’ve ever heard of.

    READ MORE »
  4. Retailers are the backbone of America’s economy. Whether the latest economic reports tell you the country’s in a fiscal upswing or decline, you’ll still find it challenging to locate a good parking space at the mall on any given Saturday. To maintain a competitive edge, retailers need to keep one step ahead of their rivals.

    READ MORE »
  5. Interpreting shopper report instructions can be tricky, especially when it comes to narratives. When the directions state, “Describe in detail your shopping experience,” that leaves the word “detail” up to interpretation. Many shoppers fall into one of two categories when writing narratives: Too little detail or too much detail. The former write statements such as,

    READ MORE »
  6. One of the best aspects of mystery shopping is that it’s fun, an everyday interaction enhanced by objective analysis, rewards and payment. You get to try new restaurants, valet park for free, maintain your vehicle at substantial discounts – all in all, one of the better jobs you’ll ever have. But like most jobs, there

    READ MORE »
  7. Scoring: How to Get High Marks on a Mystery Shopper Report Remember how frustrating it was in grade school to get a grade of A- or B- instead of just an A or a B on a book report with no explanation from your teacher? Many of us wondered how we could improve if we didn’t

    READ MORE »
  8. That’s the nice way of putting it. My friends, even my husband, they all say that I’m hyper-critical. I just see myself as an informed consumer who isn’t afraid to stick to companies that provide goods and services that get me exactly what I want, exactly the way I want them. And that’s why I’m

    READ MORE »

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

 
How to Improve Grocery Store Customer Experience

 Posted by Chase

 February 9, 2021

Customer Experience Strategies for 2021

 Posted by Mo Cross

 January 11, 2021

3 Crucial Challenges Convenience Stores Face in 2020

 Posted by Chase

 October 14, 2020

Contact Us »