• Secret Shopper Stories #3

    7 reasons why this customer switched to a competitor – and how it could have been prevented. When our Buyers shop for our Secret Shopper program, they come across both great and not so great experiences buying software, hardware, and service from IT companies. Let’s share one of our Secrect Shopper Stories on how to (not) treat a potential buyer. Recently, […]

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  • Customer Experience

    Would your customers say you provide them with excellent customer experience? Think twice before you say yes. Did you know that while 80% of CEOs believe they deliver superior customer experiences, only 8% of their customers agree? Where does this discrepancy come from? There are many reasons why a buyer might choose to abandon the […]

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  • Bad Experiences

    Would you still buy from your favorite brand after having a bad buying experience? And what about a brand or company that you’ve never purchased from before? Would you go back and see if the buying experience would be better this time? Did you know that 32% of customers stopped doing business with a brand […]

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  • Why Do You Buy

    Why do you buy? – Because a company exceeds your expectations? – Because you think they know more about what you are buying than you do? – Because they stay in touch with you after you’ve purchased from them? All of the above? Truth is. A great buying experience means something different for every individual […]

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  • Secret Shopper Stories #2

    No buying journey is perfect. But there’s something you can do to get one step closer to that! All of our Secret Shopper clients want to improve their buying journeys in one way or another. Luckily, some of them are already on the right track, so our Buyers have some great Secret Shopper Stories to […]

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  • Customer Experience (CX) Development

    Customer Experience is constantly developing. That’s why we have to keep developing and improving, too. When looking at the results of our in-house research on the buying journeys of +650 different high-tech companies worldwide, we can actually see CX developing and adapting in real-time. That’s why every year, we add new elements to our Secret […]

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  • Business Model Outdated

    Is your business model outdated? Seeing that a change is needed for growth and CX? Perhaps that means, finally, Cloud? How are you going to get there? Transformations come with challenges. Cloud solutions are the now and future, but even when you’ve made the decision to transform, it’s a huge balancing act to get to […]

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  • Business Model Transformation

    Can you afford the cost of doing nothing? Imagine this: as a high-tech provider you’ve been taking care of your clients’ data in your own data center for years. This worked perfectly fine – until you realized that all it would take for your customers to leave, is them coming to understand they can also […]

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  • Satisfied vs Disappointed

    Satisfied vs. disappointed. How do you think your buyers feel throughout most of your buying process? Our buyers are ready to share some more #SecretShopperStories with you. In this series, they let us in on their most notable global experiences while trying to purchase from companies. So how would 𝘺𝘰𝘶 want to feel when buying a product […]

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  • Face-to-Face vs. Digital Sales

    Face-to-face vs. digital sales. Which one wins? We’ll give you a hint. It all depends on your customer’s needs. Here’s an example. Recently, we Shopped a company that was insistent on face-to-face sales interactions as part of their customer experience philosophy. Deals were never closed over the phone. So when we wanted to purchase a […]

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