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Articles, thoughts and news.

The more you visit this collection of constantly updating insights, blog entries and news articles, the more you can say you are in the know.

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  • Are rural retail locations better at pleasing customers?

    Maybe so. SMG’s Benchmark Database reveals shoppers in rural markets are slightly more satisfied with their shopping experiences than customers in larger markets. However, this narrow advantage is likely due to the rural shopper’s smaller frame of reference when comparing experiences. This information also indicates retailers need to do more to stand out in metropolitan areas—where shoppers have many more choices.

    Reality or Ruse - 8.2011

     

    | 0 Comments More >
    Posted on Aug. 10, 2011
    Posted Under: Benchmark Market Size Retail

  • Is satisfaction a lost cause when customers make returns?

    SMG’s Benchmark Database revealed overall satisfaction levels are virtually the same for customers with and without returns. That’s great news for you—since there’s little you can do to avoid them. It helps if your staff members are friendly while performing this often complicated process. Your customers will take notice.

     Reality or Ruse - Customers Making Returns

      

    | 0 Comments More >
    Posted on Jul. 18, 2011
    Posted Under: Benchmark Retail Returning Merchandise

  • Should you go to the mall?

    You might think consumers are more satisfied when all their favorite stores are under one roof—like in a mall. SMG studies show this isn’t the case. As published in STORES magazine, SMG Benchmark data reveals shoppers are more likely to recommend and return to freestanding stores than mall stores. Perhaps the mall gives shoppers a broader context from which to form their perceptions and raises the bar on performance. What do you think? 

     Mall locations have a more loyal customer base

     

    | 0 Comments More >
    Posted on Jun. 29, 2011
    Posted Under: Benchmark Customer Experience Reality or Ruse

  • Nothing Beats a Great Customer Experience

    Why did you choose the restaurant you dined at least week?  Our work with Nation's Restaurant News confirms that a superior previous experience trumps convenience and other reasons for visit.  Give them great food and great service and watch them come back. 

     

    | 0 Comments More >
    Posted on Apr. 12, 2011
    Posted Under: Benchmark Customer Experience Dining Hit or Myth

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