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FRAUD ALERT


Megan Swick
May 8, 2018

The LiveShopper brand has been added to a letter promoting payment for thousands of dollars for mystery shopping at WalMart and other retail locations. This check is not real and is not associated with LiveShopper.

Do not be fooled by this old fraud tactic!

A letter from Brian George, Co-Ordinator LIVE SHOPPER LLC, has been sent out with a counterfeit cashier check included. Contact information includes an email address of [brian.george@job4u.com], telephone numbers of (650) 300-2603, (650) 314-9093, and (650) 300-7721 as well as a mailing address of Shoppers’ View, 2905 Lucerne Drive, 102D N. Street, Sacramento, CA 94273.

If you have or do receive this letter in the mail, please follow instructions provided here, https://www.occ.gov/news-issuances/alerts/2018/alert-2018-5.html

Consumers who receive counterfeit or fictitious items and associated material should file complaints with the following agencies, as appropriate:

U.S. Department of the Treasury, Office of Inspector General (OIG): by telephone at (800) 359‑3898 or by visiting the OIG website. Federal Trade Commission (FTC): by telephone at (877) FTC-HELP or, for filing a complaint electronically, via the FTC’s website. National Consumers League (NCL): by telephone at (202) 835-3323 or by email. To file a fraud complaint, visit the NCL fraud website. Better Business Bureau (BBB): The BBB system serves markets throughout Canada, Puerto Rico, and the United States and is the marketplace leader in advancing trust between businesses and consumers. The website offers contact information for local BBBs, objective reports on more than 2 million businesses, consumer scam alerts, and tips on a wide variety of topics that help consumers find trustworthy businesses and make wise purchasing decisions. Federal Bureau of Investigation Internet Crime Complaint Center (to report scams that may have originated via the Internet). If correspondence is received via the U.S. Postal Service, contact the U.S. Postal Inspection Service by telephone at (888) 877-7644; by mail at U.S. Postal Inspection Service, Office of Inspector General, Operations Support Group, 222 S. Riverside Plaza, Suite 1250, Chicago, IL 60606-6100; or via the online complaint form. Additional information concerning this matter that should be brought to the attention of the Office of the Comptroller of the Currency (OCC) may be forwarded to

Office of the Comptroller of the Currency Special Supervision Division 400 7th St. SW, Suite 3E-218; MS 8E-12 Washington, DC 20219 Phone: (202) 649-6450 Fax: (571) 293-4925 www.occ.gov occalertresponses@occ.treas.gov

The Power of Crowsdsourcing


Brad Holdgreve
October 29, 2019

According to Merriam-Webster, the definition of Crowdsourcing is as follows: The practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people, especially from the online community rather than from traditional employees or suppliers. atem.

If you are in a position where you are tasked with gathering on-going data for market research, consumer insights, customer experience measurement, or even operations management, crowdsourcing can be a powerful tool in gathering actionable customer feedback. If you then combine crowdsourcing with mobile app technology, it gives you a great research platform that allows customers to feel empowered because they can have a direct impact on the performance of your brand(s).

Think about some of the current methods of research that are being used by retailers, restaurants, and hotels. Whether they are small regional chains or large national companies, most of them use such methodologies as customer surveys, guest intercepts, mystery shopping, and panel group research to gather insights for both on-going and one-off projects. Why not complement or enhance these methods with data from real customers?

In the case of mobile market research, crowdsourcing works because you are not asking the customer to do too much. They are already at the location so it’s not as if you are asking them to go out of their way to complete a task or survey.

According to a recent study by the Pew Research Center, 81% of Americans own a smartphone. Where there’s a smartphone, there are people using apps, especially those from popular brands in the retail, restaurant, hotel industries.

So why not take advantage of the technology that is right in front of you?

With LiveShopper SDK, we offer our clients a software development kit (SDK) that allows them to easily take our technology and directly plug it into their existing mobile app. Once it has been implemented, all the LiveShopper SDK features are readily available for you to gather actionable data directly from your customers through crowdsourcing.

One major benefit of using the LiveShopper SDK with your existing mobile app is that you can then connect the research to your existing customer loyalty program. When a customer completes a task/survey, you control the reward being delivered to them. Why not reward your customers with loyalty points? If you want to go in a different direction, you could use a more general incentive like a discount on their purchase, or even a free product. This becomes even more powerful when the incentive is only redeemable on the customer’s next visit to help drive repeat business.

Also, it’s important to keep in mind that even though the LiveShopper SDK, the end client still controls the questions being answered by the customers. They can be customized by brand, region, or even down to the location level. Whether you are in Marketing, Operations, or Research, our DIY platform will benefit your exact needs.

Because LiveShopper SDK has mastered the power of crowdsourcing with mobile research, now is the time to move your research into the “next generation”.

Technology for the Convenience Store of Today


Brad Holdgreve
September 23, 2019

We all realize the importance of making your customers happy, increasing loyalty, and in turn, hopefully getting them to spend more money. I am not here to tell you something you already know. In fact, in an article from Convenience Store News published in January of this year (https://csnews.com/convenience-store-retail-trends-year-review-2019-outlook), the author hits on one of the key trends for 2019 in the convenience store space: loyalty and better utilization of customer data.

“If 'convenience' is the most important aspect of convenience retail operations, then 'loyalty' may be the second-most important. Loyalty programs are the key to capturing and leveraging customer data. The more a convenience retailer knows about their customers' habits, activities, and preferences, the better they can market to those customers and keep them coming back. A loyalty program that combines personally identifiable information (PII) with point-of-sale data can create insights that drive personalization, product mix optimization, real-time offers, and many more advantages. And this is crucial, as a 2018 C-store Shopper Profile report indicates that 73 percent of shoppers will shop more frequently (51 percent) or even exclusively (22 percent) at the convenience store where they are a loyalty member, and two out of every five loyalty shoppers will spend more than $10 in the store. Some convenience retailers started down this road in 2018; we expect many more to rethink their data strategies in 2019.”

Let’s face it, there’s a lot of programs and technologies you can utilize to measure and drive loyalty. Many of them can be time-consuming or costly to implement. What you may not realize is you could already have a piece of the puzzle in place to give you a head start. I’m talking about your mobile app. Mobile apps are becoming more popular for customers, but it is difficult to get customers to keep apps on their phone for an extended period. Driving app retention and engagement can be difficult, but not impossible if you have the right options that can connect to your existing loyalty program.

This is where LiveShopper SDK comes into play. If you aren’t familiar with LiveShopper SDK, we offer an all-encompassing SAAS platform that allows you to take our technology and directly “plug it into” your existing mobile app through our software development kit. Once it has been plugged in, you can then crowdsource your actual customers to collect real-time consumer insights and market research data. A lot of our clients use LiveShopper SDK to complement existing programs such as customer satisfaction surveys, mystery shopping, panel research, etc.

As the client using our technology, you control the entire research process, including being able to connect the platform to your current customer loyalty program. By doing this, you can then deliver loyalty/rewards points to your customers for them completing a LiveShopper SDK task/survey. But perhaps even more important, you can gain a better understanding of what your customers are saying about their experience through the data being collected.

With LiveShopper SDK it is easier than ever before to move into the “next-generation” of market research and consumer insights while utilizing the data collected to help drive loyalty. Take advantage of your existing mobile app by plugging in LiveShopper SDK and get started today.

Customer Loyalty Tracking Through LiveShopper SDK


Brad Holdgreve
August 2, 2019

Whether you are in retail, hospitality, or the restaurant industry, delivering memorable customer experiences is the key to creating loyal customers. It is hard enough to get customers to visit your brand. You can not assume they are happy with their experience. You as a leader of your company, you need to ensure that you are doing everything in your power to deliver that memorable experience so the customer will come back over and over again.

If you are part of a team that deals with customer/guest relations, you’ve probably heard of Net Promoter Score (NPS). But just in case you are not aware of the exact details of this measurement tool, let me provide you with a bit of background information. Net Promoter Score is used to gauge the loyalty of customer relationships to a specific company. Net Promoter Score has been around for over fifteen years and is widely used. It serves as an additional option for measuring customer satisfaction and is typically tied to revenue growth.

To Use NPS, or Not to Use NPS, that is The Question

Whether you believe in the value of the Net Promoter Score or not, many companies make it a key component of their overall commitment to monitoring their customers’ loyalty to their brands. Estimates indicate that 2/3’s of Fortune 1,000 companies use or have used the measure.

The NPS score has been a favorite of corporate CEO’s since it’s inception. It’s simple and easy to understand and can be easily compared within an industry and across sectors. Corporate researchers have not been as big of fans, thinking it is too simplistic of a measure to truly gauge the complex nature of customer loyalty (and satisfaction).

The simplicity of the measure revolves around the fact that it is based on one simple question; How likely is it that you would recommend this product or service to a friend or colleague. The 10-point scale question then divides respondents into Promoters (rate the question 9/10), Detractors (rate 0-6), and those that rate 7 or 8 are deemed to be Passively satisfied. The NPS score is then calculated by subtracting the % Detractors from the % Promoters (those passively satisfied are not included in the calculation).

Beyond the too simplistic criticism, other common downsides of the measure include:

  • The same NPS score can be registered with widely different percentages of promoters, passives, and detractors.
  • Skepticism if the score is a good predictor of future revenue growth.
  • Many firms add other questions that could defeat the simplicity benefit because it is only one question.
  • Full benefit should include an open-end question of why detractors are detractors, which also adds to the complexity.

Stating the Obvious

I understand this may be elementary to most of you, but it is too important not to state. It will cost you more money to win back those that fall into the “Detractor” category compared to keeping the “Promoters” happy and loyal. Detractors can be loud and easily heard thanks to the many different social media platforms that are available. They obviously won’t buy your product or look for your services.

Of course, the opposite is true with those customers that are happy and act as a promoter of your brand. They tend to spend more money because they love your company, product(s), and or services. They are also great because ideally, you won’t need to spend as much time and energy on this group when it comes to customer care. They are more than happy to refer your company/brand to their family members and friends. Another benefit of this group is it will cost you less money from a marketing perspective because they will do the work for you. Of course, this doesn’t mean you can completely stop all marketing and advertising. But every little bit helps when it comes to how much you spend to win customers over and keep them loyal.

Using LiveShopper SDK to Gather the Data

As noted, even with its drawbacks, NPS is a widely used measure of loyalty and will continue to be. The central question is how you will most effectively use the measure. Ideally, you would have a fast, effective, and flexible way to survey the right audience to gather your NPS number. Additionally, you would have a flexible platform to help gather the ‘whys’ behind the ranking (the open end question) and you would have the ability to ask a few other key measures, such as “customer satisfaction”, “will you return to this brand”, or “use the service again”, etc. (of course keeping the overall survey length short). A built-in weighting tool would be ideal as well.

If you are on the side of using the Net Promoter Score to measure customer loyalty, there are several options/technologies to capture this type of data. You could use a market research company or buy a software tool that will help you gather the data you need.

However, there is only one that will give you the results you are looking for, plus allow you to capture other data based on your key initiatives, and that is LiveShopper SDK. I’m sure you are asking yourself, “Why is LiveShopper SDK such a good fit for this type of research?”

With LiveShopper SDK, you can collect the data in real-time from your customers through two great options. You could take our technology and plug it into your existing mobile app that your customers are already using. If you don’t have an existing mobile app, you in luck, because you could still gather the same results by using our custom-designed PrestoShopper mobile app. You control the questions you want your customers to answer, so not only could you ask the standard Net Promoter Score question, but you could also add other key questions to gather supporting insights. Our technology gives you the ability to combine many different market research and consumer insights initiatives. Why not combine budgets and save money?

As you may already know by now, LiveShopper SDK allows you, as the client, to control the incentive being delivered on the back end to the customer for their response. This is just another added benefit of our platform because it helps drive sales to your brand(s).

Get Moving

Don’t wait until it’s too late to start measuring your brand performance. Once you are trying to respond to your detractors through social media, it’s too late to win them back. Whether you want to know what customers think of your product, how you are performing operationally, or if training classes are working, LiveShopper SDK (or PrestoShopper) is the mobile technology to bring your efforts into the “next generation” of research. You can do all of this with our platform, plus ask those key Net Promoter Score questions. You could have LiveShopper SDK or PrestoShopper set up and collecting data within a matter of days.