Posted in Clients / Tuesday, December 09, 2014
Most of the time, mystery shoppers are sent out to examine retail stores and describe a customer service experience, but many companies don't realize that business to business services can also be examined through the lens of mystery shopping.
Posted in Clients / Tuesday, June 05, 2012
Automakers are trying to develop new customer satisfaction and loyalty strategies to stand out from competitors.
Posted in Clients / Wednesday, May 30, 2012
A recent study by Capgemini and Efma revealed that even when banks are leaving customers satisfied, they aren't necessarily earning loyalty.

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Article Category Date
Hertz rated best brand for auto rentals
Casinos turning to mobile to drive customer loyalty
Banking customers want local personalized service
Casinos need better customer satisfaction measurements
Companies plan to use social media for customer service
Banks could boost customer satisfaction with social media
Customers more satisfied with automotive dealer service than independent shops
Call center representatives get higher reviews from customers
USAA top credit card issuer
American Express offers top notch customer service
Citigroup enlists smartest computer to improve customer service
New study finds big banks offering superior customer service
Customer service linked to employee loyalty
Women-friendly auto dealership list created
Studies analyze automobile loyalty
Report: Online, mobile banking see rising satisfaction
Auto insurance customer satisfaction sees slight uptick
Insurance incentives keep customers happy, loyal
Dealerships vie for customer satisfaction awards
Banks bring gaming to the forefront
Big banks unlikely to lose customers
Study: More people willing to switch banks for loyalty rewards
Foxwoods ups ante on customer service
J.D. Power: Consumers more willing to spend on bikes
December ASCI: CUs soar, big banks still behind
Malaysian company looks to enhance customer satisfaction and loyalty with family-oriented casinos
Big banks make headway in customer satisfaction
Customer satisfaction up at banks
Consumers looking for monetary incentives from their banks
Customers consider leaving banks over debit card fees
Consumers increasingly demand fuel-efficient vehicles
Despite conditions, cash to remain popular payment method
U.S. consumers underestimate their credit card debts
Consumers want more behavior insights from financial institutions
Banks need to leverage online benefits in order to engage customers
Reports point to need for diverse marketing in auto insurance market
Consumers leverage social media for auto purchases
Banks beginning to source new revenues from consumers