As Retail Eyes, we've pioneered the customer experience industry since 1998.
Shared Insight is a new name and a new brand, but with the same great team, the same vision, the same commitment to customer service excellence and, of course, the world's leading customer experience technology.
Shared Insight reflects our business in 2012. We are ever more consultative and passionate about sharing meaningful and actionable insight drawn from real consumers that can affect positive change in our clients businesses. We work across an increasing number of verticals, building on our industry leading position in retail to extend our services to leisure and hospitality, health and wellness, travel, B2C utility providers and automotive.
Working with Shared Insight provides you with deep sector relevant experience and the broadest view on the world of customer experience.
We link service to profit, and our forward thinking methods, combined with our passionate, hands on service continually exceeds our clients expectations to drive innovative research solutions that successfully impact business outcomes.
We take insight from mystery shops, online customer satisfaction surveys and multi-channel feedback programs and create a centralized customer experience management programs that allow clients to keep their fingers on the pulse of their business.
We put our clients at the heart of everything we do. They inspire us to continually develop innovative programs that positively drive business results.
Shared Insight designs, develops and innovates unique web-based customer intelligence technology. But best-in-class systems is only part of a successful solution.
We are truly passionate about service. We understand the real value in delivering not just good service, but exceptional service.
If you are committed to customer service excellence and wish to explore the link between exceptional service, engaged staff and greater business performance, you may have just found your perfect partner.
Shared Insight provides 4 critical key elements through its innovative feedback platform: specific, timely, relevant and actionable.
Utilizing the very latest technology we provide customers an ideal platform to report back on their experiences, provide suggestions and recommendations and share positive word of mouth to literally 100,000s of potential new customers.
Our feedback programs allow retailers, restaurants and service providers to plan effectively and make informed business decisions that help grow customer loyalty, advocacy and in the end, the bottom line.
Shared Insight works with you every step of the way to connect, converse, create and deliver.
Shared Insight creates programs as unique as your business. Whether you have 10 or 10,000 locations, Shared Insight creates unique, tailored, results driven programs specific to each client. We move at your pace and to your objectives.
We deploy one or a number of customer experience solutions that monitor and manage every customer touch point across every channel. Customer Experience Management is not a luxury. It's a necessity. In today's business environment we understand the importance of delivering a true return and in adding value to our clients businesses.
Ultimately the end result is the same; a better customer experience means a healthier bottom line.
As Retail Eyes, we’ve pioneered the customer experience industry since 1998. Shared Insight is a new name and a new brand, but with the same great team, the same vision, the same commitment to customer service excellence…
We link service to profit, and our forward thinking methods, combined with our passionate, hands on service continually exceeds our clients expectations to drive innovative research solutions that successfully impact business outcomes…
We put our clients at the heart of everything we do. They inspire us to continually develop innovative programs that positively drive business results. Shared Insight designs, develops and innovates unique cloud based customer…
Shared Insight provides 4 critical key elements through its innovative feedback platform: specific, timely, relevant and actionable. Utilizing the very latest technology we provide customers an ideal platform to report back on…
Shared Insight creates programs as unique as your business. Whether you have 10 or 10,000 locations, Shared Insight creates unique, tailored, results driven programs specific to each client. We move at your pace and to your objectives...
Here are a list of the services we offer here at Shared Insight.
Shared Insight connects clients with customers to generate insight that drives competitive brand and customer experience strategies.
Shared Insights connects clients with more than 2,000,000 customers every year. With tailored customer feedback solutions which encompass feedback surveys, online and mobile surveys, we provide a platform for you to connect with customers, measure standards, gain valuable insight that empowers business performance.
We have developed engaging programs which drive staff and customer participation to ensure clients receive on-going, consistent feedback every day and at every location.
This genuine customer feedback not only addresses the "what" of business/brand performance, but the "why" and most importantly "how" a business can positively influence performance
Utilizing the very latest technology we provide customers an ideal platform to report back on their experiences, provide suggestions and recommendations and share positive word of mouth to literally 100,000s of potential new customers
We turned mystery shopping on its head. Our leadership team are true mystery shopping pioneers, having created one of the world's first web based systems in 1999.
14 years on we continue to innovate. Our programs are about experiences. Today we take the very best elements of mystery shopping and package it into programs that are much more than just checking standards.
Our highly experienced team creates original programs that move far beyond mystery shopping. We utilize best in class technology and a deep understanding of customer service.
Shared Insight works with a panel of more than 150,000 genuine consumers and we create dynamic, relevant programs that not only effectively measure key standards, they also measure experiences. Not only the "why we feel", but "how we feel"
A Shared Insight customer experience program measures the delivery of your brand promise.
Customer feedback, social media integration and consumer research helps you create the promise. Our unique technology pulls together positive and negative feedback from all key social media channels and helps you effectively manage all incoming information.
Where there's a problem, our service recovery modules will effectively quarantine negative feedback and commentary and provide your internal teams with a structured action plan and service recovery solution, providing you the opportunity to turn detractors into advocates.
Customers have the power to make or break a brand in less than 160 characters. Customer feedback (and customer satisfaction) has never been as important as it is today.
Shared Insight provides a near real time platform with which you can converse with your customers. We have the technology and know-how to measure and manage, companywide performances from a global perspective to a local view.
We provide a combined solution that helps you make quick sense of what consumers are saying and thinking about your business.
Shared Insight is about much, much more than delivering robust, credible and quantifiable data. That's a given. We're in the business of working with our clients to drive long term, strategic changes that ultimately impact customer experience, and thus, the bottom line. Our solutions don't merely predict business results. They have the ability to change them.
Through engaging with genuine consumers through customer surveys, social media, internal teams, client staff and even suppliers, we can extract valuable data from across numerous channels which can be aggregated, analyzed and distilled to give you clearly defined reporting - from the top down.
Continuing with our innovative approach to customer experience, we provide our clients with an ability to collate, report on and trigger all feedback coming through their website.
Using the same structure as the customer satisfaction survey, Shared Insight utilizes branding, proper preparation and automated triggers to get feedback through your web to the correct contact within seconds of submission. This allows our clients to spend more time reacting to information rather than collecting and distributing it.
It allows us an opportunity to provide to them a breakdown of what the customer is speaking about through their web. Whether that be a complaint, a compliment or an inquiry, detailed breakdowns, analysis and quality information are now no longer a thing of the past.
Don’t just take our word for it…
See what our clients think.
Restaurant Case Study
Steak House Chain
A leading west coast based Steak House group had run a traditional secret shop program for over five years and was looking for an innovative customer experience program which would go beyond a secret shop program and deliver insight that could be used for structuring training, rewards and recognition.
Shared Insight worked in partnership with the client to create an entirely unique insight program which included bi-weekly mystery shops (focusing on experiential measurement), and an on-going customer satisfaction survey (promoted at point of sales via receipts, table talkers and in-restaurant QR codes which drive respondents to an online survey).
All streams of insight are fed directly into Shared Insight’s web-based customer intelligence portal which provides the client with real-time feedback on the entire business’ customer facing activity.
The new service measurement has shifted from compliance measurement to emotional measurement and the results have been excellent, greatly exceeding the client’s expectations.
Launched in March 2011, over a 12 month period, the client has seen its NPS (Net Promoter Score™) increase from 33% to 58%.
The customer satisfaction survey saw over 10,000 clients leave constructive feedback for the client. Shared Insight’s patent pending service recovery module helped the client reduce complaints by 18%.
With more focus on satisfaction check backs and better training of teams in new menu items and specials, the client has also seen its average check value increase by over 8% – resulting in like for like sales increasing from $27m to $30m. In the same period, the client also saw an increase in its operating profitability of just over $600,000.
“The contribution of Shared Insight cannot be understated in how they have helped our business progress and prosper in such challenging times. The strategic advice and practical support the entire team has provided has forged a partnership built on trust and mutual success. Our entire business, from the board to our entire restaurant staff has embraced this innovative new approach to cultivating an enhance service culture which is now the envy of our competitors.”
Hotel Case Study
Luxury Hotels of the World
Our client is a member of the prestigious Leading Hotels of the World group and features a chain of 80 five star properties throughout the world.
For them, customer service is above everything else. They are fiercely protective of a reputation they have developed over the past forty years and make 100% guest satisfaction their #1 objective.
With the explosion of social media, our client wanted to ensure that more than ever, every guest left 100% satisfied to the degree they share these positive experiences with friends, family and colleagues.
Shared Insight worked with our client to develop a range of technology led solutions which enables our client to listen to, and converse with over 60,000 guests every year. In addition to driving positive feedback to Facebook™ & Twitter™, the most important aspect of this program was to create a real-time service recovery module to allow our client to address service issues.
Shared Insight developed a Guest Recovery Program, which in its first year delivered revenue protection in excess off $500,000 for one of our clients hotels alone.
This property has 154 rooms with an average rack rate of $200 per night. The Guest Recovery Program provided 8500 responses and surveys to the General Management team. 11% of these responses were from guests who had an issue to resolve. Respondents stayed at the hotel for an average of three days and the average folio value was $722.00.
With a 93% successful resolution rate, in the first year alone, Shared Insight helped retain 877 guests and over $600,000 revenue for just a single location.
Shared Insight followed up on all resolutions and collected a Net Promoter Score™ from all respondents. Where the service issue had been resolved satisfactorily, the guest was 7 times more likely to become a brand advocate and recommend (and return) to the property.
“Shared Insight has provided us with a new level of customer interactivity, meaning our GMs (General Manager’s) can collect and action our guests feedback more effectively than ever before. The technology interface makes communication simple for our guest – they can provide us with positive (and not so positive feedback) in a timeframe that allows us to address any issues where they exist, fast and effectively.”
Global Operations Director
Shared Insight is proud to be at the forefront of the customer experience conversation. The goal of our blog is to take an objective view on the industry as a whole and programs as a part, in order to encourage further conversation and the betterment of all business. We hope you'll join us as we begin a new era.
There is a misconception out there today that when a customer leaves a brand it is something they WANT to do. Something has happened that has left them wishing to make a move and nothing short of a miracle can turn this around. Thus, while customer recovery may be within your brand standards (it may even be a primary focus), customer reintegration is not. You may reach out to a disgruntled customer and you may even provide an offer to return to the business for something, but do you follow up with the customer you offered an incentive to, to see if they actually took you up on the offer?
Most do not.
Do you follow-up with a survey for all of those disgruntled customers you receive co..... Continue reading
With most businesses having loyalty programs and / or memberships, I’m sure you’ve encountered a situation where your attrition rate isn’t where you’d like it to be. Or, you have that group of members you’d love to come in more often. What is the key to making that happen? Engagement.
In a recent Shared Insight cancellation survey out to 3,000 gym members who’d recently cancelled their membership, in just 24 hours, 22% of those responding (hundreds) wished to be contacted by the business to hear about a new membership offer. Imagine being able to re-engage 1 of every 5 members who’d canceled a program with you (in 24 hours no less).
I’d like to sit back and say that it’s a very complicated process ..... Continue reading
Customer feedback has evolved quite a bit over the last few years. Starting with comment cards, customers were able to tell a company how they felt (although the company had to be able to read their handwriting). With the advent of social media we’ve seen a scale of customer feedback that most never anticipated. And, as technology grows and options become more abundant, the feedback methods of the past are then put to the test against those from the present. There are still those using comment cards today that take days or even weeks to get to the right person in order to contact a customer, but for some, that works within the confines of their business. Most are so ingrained with social media that it does not.
And, th..... Continue reading
Shared Insight is ready to connect.
Whether you'd like to become a Partner or a Shopper we'd like to hear from you. For all additional inquiries please contact us using the email listed below.
Above all else, Shared Insight is truly passionate about service. Clients are at the heart of everything we do. Making a difference is how we are measured and we are proud of our heritage and of our relationships with or clients. We believe in the measure of success. Shared Insight will commit to driving improvements in your business - we will work with you to increase sales and standards. We will work with you to better engage your customer facing teams and to create an even more customer centric culture. If you are looking for a business to partner with, who are committed to working with you to make a difference, please connect us.
Our clients love hearing from genuine customers. If you want to make a difference to service standards throughout the US, we want to hear from you. Shared Insight has many on-going mystery shop programs and our clients have a huge appetite for genuine consumer feedback. Become a shopper and get paid to take part in our exciting mystery shop assignments, or simply join our panel of 100,000's people who love to give constructive feedback.