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Our blogAre you actively listening to your customers?
In this interesting article from The Huffington Post, the White House Office of Consumer Affairs has reported: 78 percent of consumers have ended a transaction due to bad service. Only 4 percent of dissatisfied customers actually speak up. Loyal customers are worth up...
Harder to make up than to break up with a customer
A customer will break up with your business if you ignore him or her. That’s a fact. According to a study mentioned in this article, you have the potential to lose 20 percent of your customers if you fail to nurture the relationship. One way to nurture customers is...
Using Competitor Mystery Shopping to Evaluate Your Own SWOTs
I first learned the importance of competitor intelligence in business graduate school. There, our professors empha¬sized that every business is duty-bound to understand not only who its competitors are but also their competitive strengths and weaknesses. Only then can...
April 2013 Client Newsletter – Keep Your Staff on Their Toes
April 2013 Client Newsletter
What you can learn about employees by hiring mystery shoppers
By hiring a mystery shopping firm such as Customer Perspectives, you can get a handle on four key aspects of customer service and your employees: 1) A mystery shopper can give a “customer’s eye view” of your products, your store and the way employees handle customers....
Looking for ways to lose business? Here are 7 ways to do it
A good retail business owner knows that the customers are smarter than he is, right? Knowing what your customers want and need is key to retaining them. As customers, we all know what makes for bad customer service, right? We don’t have to run a store to be that...
March 2013 Client Newsletter – Competitor Intelligence Through Mystery Shopping
March 2013 Client Newsletter
How mystery shoppers can turn in better quality reports
When a mystery shopper turns in his or her customer evaluation form as requested by a firm like Customer Perspectives, the editor of that form may come back and ask for more detail or simply more information than had been supplied. It can be frustrating, but the...
Key ingredients for a customer loyalty program
Consistent communication with your customers. That’s what it takes to develop their loyalty toward your business, according to this article. How do you do that? Consider these five suggestions: 1) Deliver your message across all media channels. That means...
It’s 2013. Have you resolved to enhance the customer service you provide this year?
Give your business an honest look to see if you’re following through with these 10 safeguards to ensure the best possible customer service from your company and all its employees. 1. Be nice: When you’re nice, everything goes well, even if a customer has a complaint....