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Our blogThe 3 Ways to Select the Best Mystery Shopping Firm
Quality – Speed – Price. These are the top priorities of clients searching for a mystery shopping firm. 1. Quality – Look for an established mystery shopping firm which is a member of its trade association – the Mystery Shopping Professionals Association (MSPA). MSPA...
MYSTERY SHOPPING: What it is and how it works
Perhaps you’ve been asking yourself, "What is mystery shopping?" This industry report from MysteryShopping.org breaks it down this way: Mystery shopping: Measures quality of service Evaluates compliance with regulations and workforce development objectives Gathers...
September 2015 Client Newsletter – Customer Service Trumps Everything
Our September, 2015 Client Newsletter features: 3 Reasons Customer Service Trumps Everything How Companies Lose Clients Even Before They Win Them 5 Top Killer Phrases Upcoming Events Click the link below to read the full issue of the newsletter. (PDF) Septemer 2015...
CUSTOMER EXPERIENCE: Be human
I was second in line at the customer service desk where the elderly woman in front of me was trying to return a t-shirt. I was paying no attention until I realized the customer was saying the same thing over and over again: "But, if I didn't buy it here, where did I...
Third Quarter, 2015 Secret Shopper Newsletter
Our Third Quarter 2015 Secret Shopper Newsletter features: Review of Customer Perspectives Tips and Reminders MSPA News Hot Spots Click the link below to read this full issue of our newsletter for secret shoppers. (PDF) Shopper Newsletter Qtr 3 2015
CUSTOMER EXPERIENCE: Even if it’s not your fault, apologize, and DO something!
My adult daughter had only a day to use up the money in her work-based flexible spending account before it expired, so she went to Target to stock up on contact lense solution. It was on sale at a deep discount and so she put 5 bottles into her cart. Two boxes of the...
August 2015 Newsletter – Building Customer Loyalty
Our August, 2015 Client Newsletter features: building Customer Loyalty - What You Need to Know If you don't, someone else wil ... the key to customer loyalty The Six Stages of World-Class Customer Service Customer Retention Facts Upcoming Events Click the link below...
Customer engagement: Have you trained your sales team not to annoy people?
In this article from SellingPower.com, the author has identified the 5 most irritating traits of some sales professionals—the kind that will just annoy the customer, not engage him or her. Talking too much. Your sales team must understand a customer’s needs and,...
Building customer loyalty: Here is the key
There’s no doubt we are in a global economy, which means we’ve got to have a whole new view of our competitiveness as companies. In his article, "If you don't, someone else will ... the key to customer loyalty", Guy Arnold suggests that it’s no longer about marketing...
Customer service experience: Are you watching the trends?
Are you offering "differentiated service"? That means you’re standing out among your competitors in order to grow your profits and gain customer loyalty. Customers expect it, really, in the way that you are offering personalized, proactive and preemptive service,...