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Our blogCustomer experience: Send them to the competition
On a shopping expedition for a spring wardrobe tune-up, I discovered what feels like a new, welcome trend in the way retail clothing shop employees have been trained. Not once, but twice, clerks helped me by recommending that I take my business to a different,...
Five Ways to Maximize your Mystery Shoppers Results
1. Share mystery shopper results with all appropriate departments. For example, if you are in marketing but the results could influence decisions in training...or Branch Administration...or Operations...or HR, share. That way the study will have more impact and more...
Customer service: When you’ve already hooked the customers, serve them as poorly as possible
HERTZ RENTAL CAR COMPANY CUSTOMER SERVICE MEETING AGENDA FOR TODAY How can we waste our customers’ time more efficiently? What tactics will totally tick off the customers that remain with us through their long wait to be served? What final touches can we provide that...
Customer service: Now is not the time to slack off
It’s no secret that retail businesses are struggling these days. With so many 24/7 choices available to the customer at any given time, it’s hard for a retail shop to stand out from the crowd. Today’s customer can buy in the middle of the night, from her iPhone,...
Mystery Shopper Newsletter – Second Quarter 2016
Our Second Quarter Mystery 2016 Shopper Newsletter features topics of interest to the mystery shopper, including: Want to be a better shopper? Make more money? Consider this ... Friendly Reminders Hot Spots Click the link below to read this full issue of our...
Customer experiences: Consistency should be the watchword
The author of this article points out that less than 10 percent of customers who had been trying to resolve a customer service issue experienced a “seamless” process along the way . This is bad news for those businesses where there are multiple systems in place and...
April 2016 Client Mystery Shopping Newsletter
Our April, 2016 Mystery Shopping Client Newsletter features: 10 Simple Ways to Improve Customer Retention Rates - 10 simple, specific ways you can up your customer retention game and strengthen the bottom line Customer Service - 7 Ways to Lose Business - remember,...
Customer service best practices: When communications break down
Customer service best practices include having a plan for communicating promptly with customers and prospects. A business set up a Facebook page and began to get good response to it. At one point, a person who had liked the page sent a message to ask a question about...
March 2016 Client Newsletter
Our March, 2016 Bank Mystery Shopping Client Newsletter features: Mystery Shopping vs Customer Surveys Mystery Shopping is a Key Component of Any Business Factoids from The Huffington Post Upcoming Events Click the link below to read the full issue of the newsletter...
Customer self service: Do we still need human interaction?
Today's customer service is often about self service. Technology has made it possible for a customer to find you easily and, quite often, to solve problems on their own. This is not necessarily a bad thing, according to this article on the changing role of human...