Monthly Archives: July 2016

Name Use Improves the Customer Experience

A small change in bank representatives’ behavior can yield big improvements in the impression they leave.

Tellers routinely greet their customers by name as they enter the branch, yet many banks fail to train their platform representatives to use this simple technique during the first visit to help establish rapport and make a potential client feel […]

July 26th, 2016|

Mystery Shopping Acquisition Targets Can Yield Valuable Insights

Mystery shopping can help automotive dealers in the acquisition process get a customer-based perspective of the target dealership’s employees, culture and sales processes. The information gathered by trained evaluators posing as car buyers can identify managers and salespeople who are most likely to fit into the new organization, based on their ability to meet their employer’s […]

July 21st, 2016|