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3 Consumer Behavior Trends: A Wake Up Call for Better Phone Skills

[fa icon="calendar'] Jun 8, 2016 8:50:03 AM / by Alondra Diaz posted in customer experience, faster!, phones

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Key Takeaways for Fast Consumption:

  • If a customer cannot get information right away, then the source and situation is a hassle and of low value.
  • Organizations that embrace instead of resist transparency will be rewarded with customer trust and loyalty.
  • Customers expect businesses to change their behaviors and support their experience through the use of telephony technologies.

I was in a meeting with GM and Google and these three trends were covered:  Time, Transparency, and Technology. Being phone-centric, I immediately applied these three very real trends to voice and text technologies, process and performance.

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Putting More “Mystery” in Mystery Shops

[fa icon="calendar'] May 27, 2016 8:00:00 AM / by Mark Hollister posted in FastMSP technology, mystery shopping, faster!

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If you schedule mystery shops, you know how difficult it can be to find shoppers for hard to fill locations, adhere to rotation requirements, and remain shop compliant to program specifications without spending a fortune on shopper bonuses, labor hours, or third party schedulers. Mystery shop providers (MSP’s) who want to make the process of filling shops easier when they need a constant stream of new shoppers for web or phone based shops, use personas to make it happen.

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