标签存档： trends

4 Ways Customers Don’t Want To Go Back To Pre-Covid Customer Experience

/在： /通过：

‘After a year of nearly everything in life being upended, there may be a light at the end of the tunnel. Covid numbers are trending down across much of the United States as vaccinations increase and many places start to re-open. But as Covid potentially nears its end, consumers and companies are faced with a new question: Now what for customer experience?’ BARE shares an article by Blake Morgan for Forbes with post-Covid customer experience.

‘For as disruptive and challenging as the pandemic has been, many consumers aren’t eager for things to return to how they were before. Customer expectations have changed, and brands need to realize and adjust to the new CX norm as they move forward. Customers are eager to get back to real life, but that doesn’t mean they want the exact experiences they had pre-Covid.

Here are four ways brands need to adapt to deliver great post-Covid customer experiences:

阅读更多

What Does It Mean To Be Customer-Centric In 2021?

/在： /通过：

‘Many companies aim to be customer-focused but struggle to know what it actually looks like and how to truly make customers the center of their businesses.’ BARE shares an article by Blake Morgan for Forbes on being customer-centric.

‘Customer experience is continually evolving as technology and customer demands change. Just because a company was once customer-centric doesn’t mean it still is in 2021.

What does it mean to be customer-centric in 2021? Consider these six factors of customer-centric companies: 

阅读更多

Mystery Shop Insights on a Budget: How to Monitor Compliance and Improve Results with Self-Audit

/在： /通过：

Are you interested in making an impact on your operational and service results?  Are you concerned that standards have fallen due to lack of corporate budget for monitoring? Do you want make a difference with a nominal investment in time and money? 

There is a saying, “You cannot manage what you do not measure”.  Linda Amraen, Global Director of Client Services of Hospitality at BARE International,  provides an overview of the Self-Audit methodology and why deploying Self-Audit to ensure your team is performing according to standards is important in mitigation of risk and overall improvement. 

Circumstances led me to travel in the pandemic time and to stay in several highly rated, branded of hotels.  My 9 to 5 has me responsible for creation of programs to measure compliance so I am acutely attuned to establishing and to meeting standards. I was not prepared however, to check-in to find the room I was assigned had not been cleaned.  I do not mean new protocol sanitized/cleaned, I mean overall, base change the sheets cleaned.  It appears there were some obstacles operationally that put the room in as occupational when in fact this was not the case.  I made the front desk aware and they handled the problem remedially, providing a new room and resolving it to my satisfaction. However, use of the Self-Audit could have proactively prevented this circumstance from occurring!

阅读更多

SHOPPERFEST 2021

/在： /通过：

Meet Global Vice-President Jason Bare and Director of Business Development Michele Jowdy at ShopperFest!
MSPA Americas, the trade association representing the customer experience (CX), measurement, and merchandising industries, has announced the return of its annual independent contractor conference, ShopperFest, to be held June 25 – 27, at the Sheraton North Houston at George Bush Intercontinental Airport.

“We are excited to bring together our MSPA family once again for a weekend of industry education, networking and fellowship,” stated MSPA Americas President Sam Hersey. “ShopperFest has been an important event for our CX research and merchandising member companies to connect with our MSPA base of independent contractors, and for us as an association to deliver a robust series of sessions and courses to aid in the development of their skillset.”

阅读更多