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Our blogDecember 2012 Bank Client Newsletter
December 2012 Bank Client Newsletter - Focus On Mystery Shopping
Mystery Shopping – Ten Helpful Tips
Back in my days when I worked in retail for a number of years I wished I had a job where I would evaluate sales associates on their customer service skills. We had comment cards available to all our shoppers if they chose to comment about our service, but it wasn’t...
Ten Ways to Discuss Mystery Shopping Reports with Employees
1. In person, one on one: One of the best ways to gain impact from mystery shops is to meet with employees one-on-one to discuss results. If an employee does not score well on a shop, managers need to coach the employee privately. They can discuss ways to improve the...
How’s your customer support?
Providing excellent customer support leads to customer loyalty and higher profits. That means your company’s processes for customer support need to be continuously evaluated for effectiveness. This article suggests three top reasons for improving everything you do in...
Shopper Newsletter – Quarter 4, 2012
Shopper Newsletter Qtr 4 2012
Evaluate your SWOTs through Competitor Mystery Shopping – It’s Critical for Your Success
I first learned the importance of competitor intelligence in business graduate school. There, our professors emphasized that every business is duty-bound to understand not only who its competitors are but also their competitive strengths and weaknesses. Only then can...
Making sure employees are empowered
The bridal registry listing I was handed clearly stated, “Shipping is free if item is not in stock at the store.” I really wanted my item shipped, but it was in stock. I couldn’t deny it. I decided to ask the registry person if I could, in fact, have it shipped for...
As always, seek the customer’s point of view
In this article about mystery shopping, a customer pinpoints the whole challenge companies have with providing quality customer service; too often their efforts at doing so are focused on the company’s needs, not the customer’s. Here, a cell phone provider customer...
Exceptional employeess can turn a bad day into a good one for your customers
Sometimes it can seem like all customer service is bad customer service, whether it’s on the phone or in person. It’s a rare thing to have three POSITIVE customer experiences in the course of one day, but that’s exactly what happened to me recently. I was, against my...
November 2012 Client Newsletter
November 2012 Client Newsletter Hidden Costs of Customer Attrition