Mystery Evaluations

Is Your Team Going for the Gold?

By | August 10th, 2016|Customer Experience, Mystery Evaluations, Service Standards|

Thank goodness the Olympics are here!  They come every four years, just when we need a distraction the most.  They grant us permission to set aside our partisan politics and come together - not as democrats or republicans – but as Americans.  We are encouraged to replace finger pointing [...]

The Brand Doctor Is In

By | July 13th, 2016|Brand Audit, Brand Strategy, Mystery Evaluations, Social Media|

Do you suffer from Selfie Elbow? Text Claw? iPad hand?  Although these are not official medical diagnoses yet, reports and studies are beginning to surface describing the consequences our obsession with our tech devices and the havoc repetitive motions and overuse can cause to our hands, fingers and elbows. This [...]

The Value of CX Measurement

By | February 4th, 2015|Customer Experience, Mystery Evaluations|

Unlocking the Value of Customer Experience Measurement The Situation A newly rebranded bank was growing quickly via new acquisitions and robust marketing. However, they were also getting a reputation for poor service. Although they focused on training employees and requesting customer feedback surveys, the response was low and mostly negative. The [...]

Optimizing Your CX Program

By | October 23rd, 2014|Mystery Evaluations|

Getting the Best ROI from Your Customer Experience Measurement Program Not having adequate planning before - or appropriate follow up after - launching a customer experience measurement program is almost as bad as not measuring service delivery at all. That’s why Electrum Branding has compiled a list of best practices to [...]

Customer Experience Best Practices for Banks

By | April 8th, 2014|Mystery Evaluations|

Banking on an Exception Customer Experience A national customer experience research and consulting firm recently released their 2014 Experience Ratings – which rank the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Consumers were asked to evaluate their recent interactions with businesses, [...]

Best Airlines for Customer Satisfaction

By | August 25th, 2013|Mystery Evaluations|

Is your customer service delivery flying high or grounded? According to travel website RouteHappy.com, fliers rated Virgin America and JetBlue as the best airlines for having roomier seats and in-flight entertainment. The recent ranking also determined that the same flights scored well for ease of traveling to and from the airport. [...]

Mystery Shopping Myths Debunked

By | July 22nd, 2013|Mystery Evaluations|

The Myths of Mystery Shopping In today’s overly informative world, opinions are not only shared with friends but posted online and broadcast to friends of friends on Facebook and complete strangers on Yelp! Therefore, it has never been more important to know what your customers are saying about your products [...]

Disengaged Workers Cost Billions in Lost Productivity

By | July 12th, 2013|Mystery Evaluations|

Are Your Employees Engaged or Indifferent? In a recent Gallup poll, it was reported that many Americans aren’t content with their jobs and would eagerly walk if given a viable alternative. To the telemarketers, asphalt workers, and toll booth operators of the world, this was not earth shattering news. Over [...]

Customer Experience Coaching and Rewards Programs

By | July 2nd, 2013|Mystery Evaluations|

Increase Your Mystery Shopping ROI with Effective Coaching and Recognition Having written service standards that are communicated to your employees and incorporated into your corporate culture is good. There’s no doubt what you expect your team to deliver at every customer touch point. Having a mystery shopping program that provides [...]

Received bad service? There’s an app for that!

By | April 9th, 2013|Mystery Evaluations|

Bad service? Inferior product? Shady pricing? There's an app for that! In today’s “like and share” culture dominated by social media pioneers Facebook, Twitter and Instagram, we have the opportunity to post adorable puppy photos, rave about a new restaurant, or share a good deal we just took advantage of. [...]