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Our blogMystery shopping phone evaluations: How to proceed
Phone calls to hotels are on the rise? This is probably because of the omnipresence of SmartPhones in which a person can simply choose “click to call” to make a booking. Are your hotel’s call centers and staff prepared to handle this upswing? You may want to consider...
Mystery shopping by phone may yield surprising results
A recent study of 139 franchisors turned up some interesting finds after mystery shoppers made telephone contact with the companies. Eight percent of the franchises actually didn’t have a phone number or had a wrong phone number listed on their company website! Only...
Customer evaluations: A comprehensive approach
In this article, writer Micah Solomon makes the case for developing a customer service approach that is comprehensive and organized. Developing a plan, and taking your time at developing a plan, will yield results but, as is so often the case in business, time is...
Customer Service: Invest in it and your bottom line will grow
While customers know how valuable good customer service is, the executive wing of your company may be a little in the dark. The bottom line of the profit sheets may not tell the whole tale about the great personal service you’ve been providing. Quantifying good...
Mystery shopping applies to phone calls
Phone calls to certain businesses, especially in the travel and entertainment industries, are on the rise, which may seem counter-intuitive in today’s world where the Internet does all the work for us. However, the rise of SmartPhone technology means that often a...
Customer loyalty tips: It’s all about relationship
Building long-term relationships with your customers should be your primary goal because, as most people know, an existing customer is more valuable than the new customers you’re trying to attract. The trust you develop with people is one of your business’s chief...
January 2015 Client Newsletter – The Customer Experience Drives Sales
Our January, 2015 Client Newsletter features: The Value of Customer Experience, Quantified Trusting a Customer Will Reap Rewards Customer Retention Facts Upcoming Events Click the link below to read the full issue of the newsletter. (PDF) January 2015 Client...
Eight reasons to hire mystery shoppers
Mystery shopping can provide “genuine and controlled feedback” for a business, according to this article from The Guardian. The article features eight reasons to consider adding mystery shopping—or customer experience evaluations-such as the kind we provide here at...
Time to examine your customer service when you tick off a monk
This painful customer service story would be funny if it wasn’t all-too-common. In short, United Airlines managed to really tick off a monk whose whole life is about being calm. When you read through the details of this story, you can see the classic elements of a...
Good customer service means making customers feel at home
My husband and I were disappointed when we approached one of our favorite restaurants for lunch, only to find it was closed. Strangers on the street, however, soon directed us to a pub they recommended for lunch, so we walked a little further, reluctantly. We don’t...