Blog
Our blogLook at Your Business from the Customer’s Angle
From your customer’s point of view, your business practices may look a lot different than you think.
Independent Evaluators Can be Key to Quality Customer Service
Good customer service is key to your business’s profitability. In a recent study, the American Express Global Customer Service Barometer, showed that two otherwise identical businesses fare very differently if one is lacking in excellent customer service and the other has it.
Corporate Culture Controls Customer Experience
Customer experience, the employee experience and their organizational culture are inextricably linked.
Social Media in Mystery Shopping
Our trade association, the Mystery Shopping Professionals Association, will be discussing the future of social media in mystery shopping at their conference in October in Atlanta. According to the panel moderator, social media is changing the dynamics of the...
Mobile, Social Media, Search: Changing Shopper Behavior
A new study examining the ways consumers research and buy things online shows that they are quite sophisticated in their efforts and they use a variety of tools to do their homework and find the best price.
Qualitative Data is Key to Services of Mystery Shopper
In mystery shopping, detailed customer assessments done by the service evaluator (mystery shopper can help a retailer with a long list of challenges.
Your Reputation is Everything
For retail chains and other competitive consumer-based companies, the information in the "shops" - industry lingo for the work of the undercover operatives - is vital, said Judi Hess, owner of Customer Perspectives, a New Hampshire company that services many western...
Mystery Shopping Provides a Systematic Feedback Loop
In “shopping” (sometimes called “mystery shopping”), trained and supervised “shoppers” actually engage in typical transactions with customer contact personnel and then rate specific attributes from a customer’s perspective. These include such traits as: • ...
Shopping is Measuring
Management does not have the anonymity and the luxury of regularly observing and evaluating the performance of each customer contact employee. So, how do you know if your personnel are indeed a positive force in your sales effort or unknowingly undermining every...
How to Deliver Top Notch Service
Employees vary widely in appearance, personality, and ability, which creates an obvious problem with quality control. Human variability does not lend itself to the standardization and control that machine-based industries enjoy. Because machines can never replace...