Resources

Market Research

The Hidden Cost of Poor Cancellation Experiences

Subscription Exit Strategies: Exploring the Customer Journey Through Cancellation

December 20, 2024

Our new study examining subscription cancellation experiences reveals a concerning trend: 60.4% of consumers actively avoid services they believe will be difficult to cancel. The research highlights how poor cancellation experiences significantly impact brand perception ...

Loss Prevention or Lost Sales? The Impact of Security Measures on Customer Experience

December 13, 2024

In today's retail environment, locked merchandise has become commonplace – but customer patience has not. Our new research reveals that 84% of consumers expect assistance within 4 minutes when encountering secured items. When this expectation ...

Value on the Menu: How Consumers Feel About Restaurant Prices, Quality, and Service

November 18, 2024

New research reveals shifting consumer attitudes toward restaurant dining, with value perception emerging as a critical factor in customer satisfaction. Based on responses from 1,410 consumers, this comprehensive study found that while overall dining frequency ...

Case Studies

Customer Ambassador Program Helps Non-profit Retailer Increase NPS by 9% From 70.1 to 76.4

Case Study: Employee Recognition at Goodwill San Antonio

October 2, 2023

Through strategic employee recognition, Goodwill San Antonio transformed their retail performance. This case study reveals how they improved NPS by 9%, reduced turnover, and achieved 15% revenue growth.

Case Study: Reprioritizing Customer Feedback to Improve Data Collection, Drive Operational Changes and Boost Employee Morale

October 7, 2022

2022 Large Retailer Customer. How might a retailer increase revenue by 0.7% in less than one year, while also improving customer service scores by 29 basis points? By implementing A Closer Look’s Customer Ambassador Program, ...

Customer Ambassador Program Goodwill of Kentucky Case Studies

Reinventing Customer Engagement to Collect Data, Boost Feedback and Drive Operational Improvements

October 15, 2021

Reinventing Customer Engagement to Collect Data, Boost Feedback and Drive Operational Improvements Customer Ambassador Program How might a retailer improve their shopping experience by moving away from traditional survey methods? By implementing A Closer Look’s ...

Newsroom

A Closer Look was named an Inc Power Partner in 2024.

A Closer Look Named to Inc.’s 2024 Power Partner Awards | A Closer Look

October 22, 2024

A Closer Look has been named to Inc. magazine's 2024 Power Partner Awards list, recognizing the nation's most trusted B2B service providers. This prestigious honor ...

New study reveals 81% of shoppers can't find products

Empty Shelves Cost Retailers $82B Annually | A Closer Look

October 22, 2024

A Closer Look announces the release of a new report featuring exclusive, proprietary data on retail product availability and customer behaviors.

A Closer Look CEO Chris Gillen Shares Insights on AI and Customer Experience in Recent Podcast

August 1, 2024

ACL CEO Chris Gillen shares valuable insights on AI's impact on customer experience and brand loyalty in a recent podcast. He emphasizes the importance of ...

A Closer Look CEO Shares Insights on AI’s Impact on BPO in FocusOn Business Magazine Interview

July 31, 2024

A Closer Look's CEO Chris Gillen shares expert insights on AI's transformative potential in the BPO industry, emphasizing the importance of combining AI with human ...

A Closer Look’s Latest Report Reveals the Delicate Balance of AI and Human Touch in Call Centers

June 13, 2024

New study provides critical insights for businesses seeking to optimize customer service through strategic AI implementation while preserving essential human interaction

A Closer Look CEO Chris Gillen to Keynote CX Outsourcers Conference on AI and the Future of Customer Service

May 1, 2024

Chris Gillen, CEO of A Closer Look, will share insights on the impact of generative AI on call centers and strategies for navigating the future ...

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