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Our blogMonitor Employee Performance and Behavior
Mystery Shopping Is One Proven Way To Know For Sure Recently, I was running low on dog food so I called the local hardware store and asked how late they'd be open. The employee who answered the phone told me that the store was closing in the next few minutes, but...
Androscoggin Savings Bank Improves Sales with Mystery Shopping
Androscoggin Savings Bank in Lewiston, Maine, knew it was doing "OK" in the area of customer service, but it had no concrete evidence to back up that assessment. And in community banking, where what you're often really selling is customer service, Androscoggin decided...
Reward Employees with Service Incentives
"Reward, whether in the coin of the realm or the psyche of the recipient, is critical to a service improvement program." Ron Zemke, Service America In our experience, the nature of the reward is not critical. The key is to "catch employees in the act of doing things...
Mystery Shopping Success Stories
Most retailers agree that customer retention is the key to improving share of market. Most also agree that quality customer service is the key to customer retention. It's in how to measure and improve customer service that opinions differ; "the devil's in the...
This Mystery Shopping Program Rewards Employees For Using Their Customer Service Skills
Employees Who Score 90 Percent Or Better Receive Cash Prizes After a new business acquisition, Danvers Savings Bank ($850 million, Danvers, Massachusetts) decided to streamline its sales and service operations and turned to a mystery shopping program to do the job....
National Swimwear Retailer Leverages Secret Shopper Programs
Mystery shopping programs have proven to be a useful tool for one of the country's leading suppliers of women's high-end swimwear. This nationwide client of Customer Perspectives, of Hooksett, NH, has been using mystery shopping as part of its customer service program...
Beware the “It’s Not My Job” Association in Your Store
Jerry likes to golf. But on rainy days, he and his wife, Yvette, are willing to put away the clubs and go "under cover." Jerry and Yvette spend some of their days scouring the local retail establishments ferreting out candidates for the "INMJA." "INMJA" = It's Not My...
The Five Loyalty Drivers for Maintaining a Positive Customer Experience
Sales managers take note: when it comes to the sales experience, customers aren't comparing you to your competition alone. They're holding you up against the most outstanding service they've received anywhere. Whether they get wowed at a bank, a restaurant, or by a...
Service Creates Loyal Customers
In the current economic environment, it is more important than ever to keep customers happy and coming back. An article in News and Food Report recommends these seven ways to keep your customers happy. 1. Solicit complaints. For every person who complains, 26 who feel...
Mystery Shopper’s Experience with Mortgage Industry
We've all seen the television commercial featuring the actor who says, "I'm not a doctor, but I play one on TV". Well, I'm not a mystery shopper, but I work as an account representative for Customer Perspectives™, a national mystery shopping company. Among my clients...