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| Every top business leader knows that the primary determinant of business success and the central strategic issue of every company is the customer experience. |
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| Shoppersmith® is an essential tool created by Marketsmith, Inc., which provides a deep and insightful perspective into your customers' experience and of the marketplace in which you compete. Included in Shoppersmith® are actionable recommendations to improve customer communications, service and contact strategy. It also identifies distinctions within product presentation and branding. With pinpoint accuracy, Shoppersmith® measures your company's customer experience against that of its competitors and follows customer contact across all channels for an entire year.
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| Using a proprietary customer experience for both Web, phone and Web-to-retail purchases, we provide comparisons across every aspect of the customer contact continuum, beginning with the first point of contact, all the way through to the follow-up communication resulting from a purchase. Reporting within the first four to six weeks, you will receive a thorough picture of how your company's internal practices compare with that of your competitors in terms of product offering, product presentation, customer service, branding, customer communication and use of customer name/email address. Our actionable recommendations will provide you with the roadmap needed to make decisions on improving your return on marketing investment, advancing your company's market presence and improving customer relationships.
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| A Shoppersmith® report will answer: |
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 | How does your customer service compare to that of your competitors? |
| How can you improve your front-end and back-end processes? |
| Is your shipping and merchandise pricing competitive? |
| Are you maximizing communication opportunities with your audience? |
| What cross-sell, upsell and promotional policies do your competitors have in place? |
| Who has the best return policy in your industry? |
| How long did a return take to be fully processed? |
| How do your competitors stay in contact with their customers via email, telemarketing and direct mail? |
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| Shoppersmith® has directly influenced and shifted the interaction between major brands and their customers, delivering such outcomes as: |
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| The largest general merchandise retailer in North America revamped cross-sell and upsell strategies based on Shoppersmith® recommendations and improved customer responsiveness. |
| An international tabletop manufacturer implemented new customer-centric policies and procedures in their call-center operations. |
| A high-end floral gift mailer created brand ethos from Marketsmith, Inc.'s recommendations and implemented it across all aspects of the customer experience. |
| The oldest pen manufacturer in the U.S. improved its customer service and fulfillment operations. |
| The home tool division of a mega-Internet retailer overhauled their catalog presentation and branding efforts as a result of Shoppersmith®'s insights. |
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