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When Should a Mystery Shopper Communicate with Emojis?

[fa icon="calendar'] Jul 18, 2018 5:19:04 AM / by Ivannie Figueroa posted in phones, mystery shoppers, communication

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The first emojis as we know them appeared in Japanese cell phones in the late 1990’s and today we used them everyday in our casual conversations through text, chat, and social media.

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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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