We had a unique feedback late last year coming in through a health & fitness client with whom we are running a monthly mystery shopping program – a couple of their stakeholders (franchise owners) had requested to be excluded from the program.
Reason provided? They have been performing consistently well all year long.
Traditionally, Customer Satisfaction & Retention has been viewed & spoken about by decision makers in the same breath. In reality, these two terms are like the two sides of a coin & necessitate a completely different approach in understanding & measuring them.
BARE International shares an article by Giselle Abramovich for CMO – 5 Retailers That Have Made Experience Their Business. Read more
BARE International shares an article by Eran Westman for Entrepreneur: ‘Core values should not have to change because the way we work has changed.’ Read more