Customer Experience

Mystery Shopper FAQ

By | February 24th, 2017|Customer Experience, Customer Feedback|

Have you ever considered a job as a mystery shopper, secret shopper, or professional evaluator? No matter what you call the position, you’ll likely have questions. As experts in the customer experience measurement and management industry, Electrum Branding has compiled a list of Frequently Asked Questions Who is Electrum Branding? [...]

Is Your Customer Support More “Nobody Does It Better” or “What a Fool Believes”?

By | January 26th, 2017|Customer Experience, Customer Feedback, Customer Service|

I’m sure we’ve all experienced the same customer service nightmare. After spending what seems like an eternity in an automated phone maze serenaded by the soft rock of the 70s, we finally get a person on the line so we quickly unleash a verbal landslide on them explaining our issue. [...]

5 Brand Resolutions to Keep Your Business Competitive in 2017

By | January 4th, 2017|Brand Audit, Customer Experience, Customer Service, Email Marketing, Social Media, Website Design & Development|

The ball dropped.  Horns blew.  Strangers kissed.  And, by now, personal promises of self-improvement have been made and broken. Perhaps the holidays, known for their decadent feasts and sweet treats, are not the best time to make dietary declarations.  And maybe, just maybe, the period when the country is in [...]

Banking on a Positive CX

By | October 18th, 2016|Customer Experience, Customer Feedback|

The Miami Herald reported that, in 2015, complaints filed with the state against Florida financial institutions were 34 percent fewer than in 2014 and a mere third of what they totaled in 2009 during the during the financial crisis.* Wells Fargo had the most complaints followed by Bank of America.  [...]

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 [...]

What are your new brand resolutions for the brand new year?

By | January 7th, 2016|Brand Audit, Customer Experience, Customer Service, Email Marketing, Social Media, Website Design & Development|

What are your new brand resolutions for the brand new year? It’s been a week since the ball dropped, confetti flew, champagne popped, loved ones kissed and, once again, heads were scratched as we asked, who is “Auld Lang Syne” and what does he, she or it have to do [...]

Invest in Your Customer Experience

By | April 17th, 2015|Customer Experience|

Think like the Big Guys and Invest in Your CX In a recent survey*, participants from companies with $500 million or more in annual revenues were asked about their customer experience (CX). 78% expect CX to have a positive impact in 2015, up from 42% in 2014 82% think that [...]

Customer Experience Keeps Brands Strong

By | March 27th, 2015|Customer Experience|

Customer Experience (CX) Keeps a Strong Brand Competitive If you’re from the south, Publix is synonymous with grocery store. Just like Kleenex is for tissue or Reynolds Wrap is for aluminum foil. For decades, Publix emphasized service and a family-friendly image over price, and was able to outgrow and outperform its [...]

Four Ways to Improve Your CX

By | February 26th, 2015|Customer Experience, Customer Service|

Preparing Your Customer Experience for Take Off In a national customer service study by the Transportation Research Board (TRB), Miami International Airport (MIA) was identified as one of the top U.S airports for customer service. In an independent customer satisfaction survey, 5,000 airport visitors were interviewed over a six-day period and [...]

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 [...]