Blog
Our blog“Hatesurfing” to positive business outcomes
Is the Internet one big complaint box? It seems that way, according to the author of this article on “Hatesurfing”. One suggestion by social media experts is for businesses to begin their activity on social media sites by finding out what people are saying about their...
Mobile technology stores especially need top-notch customer service
Cell phone stores are finding themselves at the frontline of wireless service and, because their customers are indeed wired, need to provide the best possible customer service. A mystery shop at such a store would be a great way to do that. A mystery shopper can give...
Apartment leasing industry can learn much with mystery shopping
Mystery shopping services can be a vital training tool for people in the leasing industry, where building customer relationships is key. When it’s been used in the past, the secret shoppers have uncovered problems most often when the professional is speaking with...
Every company should be in the customer service business
In this excellent article from the Minneapolis Star Tribune, customer service expert John Tschohl points out that every company should think of themselves as a customer service company, not a retail or manufacturing company. That means that everything that company...
A Mystery Shopping case study
New Hampshire's Service Credit Union relies on mystery shopping to keep up with customer expectations. Dan Clark, vice president of branch administration for Service Credit Union, says that branch employees, for example, are expected to use customers' names during...
Mystery Shoppers Move into 21st Century
[adapted from 1to1 Media newsletter] Social media like Facebook ad Twitter aren’t affecting the value of hiring a mystery shopping service. That’s the view of Customer Perspectives owner Judi Hess and others in the industry. Mystery shopping is “a means to measure...
Use mystery shopping? Share the data across departments
(By Judi Hess - President, Customer Perspectives)If you’re a bank that has used the services of a mystery shopper company such as Customer Perspectives, you’ll get more value from your investment if you share the resulting data across departments and encourage those...
Customers don’t want excuses, they want service
Customers do not want to hear about your problems when you fail to meet their expectations. They don’t care that it was your…suppliers’, employees’, weather’s fault. They want you to do what you said and, when you can’t, set it right. No matter what went wrong, if you...
What constitutes good customer service? Here are 8 tips
The process of using a mystery shopper to evaluate your business usually focuses on the customer service you and your employees are offering. But just what constitutes good customer service and a good customer relationship? This article highlights eight top areas to...
You’ve had a mystery shop done at your business. Now what?
So, let’s say you’ve had a mystery shopper come to evaluate your business through an agency like Customer Perspectives. Then what? How do you best approach your employees about making improvements or to get their feedback on the types of things measured in the mystery...