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Our blogCustomer service can get customers re-thinking their lives
I didn't expect to want to leave my old life behind just because I'd walked into the Grappone Toyota Auto Dealership in Concord, NH. I was perfectly happy with my life, my job, and the guy who fixed my car. (In fact, I've blogged about him before.) But, the moment...
Persistence Pays
Did you know it takes between 5 and 15 contacts to close a sale? One of my prospects was giving his employees a sales pep talk and used Customer Perspectives as an example. He told them that he receives an e-mail or phone call from us once or twice a year, every year....
Mystery shopping can lead to consistently positive customer experience
Every store or every branch of your business needs to convey the same positive customer experience as every other store. A consistent customer service experience is going to help you grow and a formal program of mystery shopping can help you achieve that consistency,...
May 2015 Client Newsletter – Make Your Customers Fall In Love With You
Our May, 2015 Client Newsletter features: 5 Ways to Make Your Customers Fall In Love With You 3 Tips to Delivering Good, Old Fashioned Customer Service Customer Retention Facts Upcoming Events Click the link below to read the full issue of the newsletter. (PDF) May...
The 3 Best Ways to Select the Best Mystery Shopping Firm
Quality – Speed – Price. These are the top priorities of clients searching for a mystery shopping partner. 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 program benefits
The value of using mystery shopping services is increasing as customer experience continues to be a key factor in building customer loyalty. A mystery shopping program can prove invaluable in the following ways: Monitoring staff performance Mystery shoppers can...
Customer service horror stories
The examples outlined in this customer service blog post can serve as learning opportunities for us all in what NOT to do in business. Take a moment to review them and put them to use to overcome whatever customer service challenges your company might face. CUSTOMERS...
Second Quarter 2015 Secret Shopper Newsletter
Our Second Quarter 2015 Secret Shopper Newsletter features: Excerpts from "Oh No You Didn't" 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 2 2015
Customer experience often lacking, but bad experiences can be rectified
In one standardized method of rating customer experiences, the companies with the highest ratings also had the highest percentage of repeat customers. Eighteen percent of the customers of those companies report they will return, according to this customer experience...
April 2015 Client Newsletter – The Real Value of Mystery Shopping
Our April, 2015 Client Newsletter features: How Mystery Shopping Programs Can Evaluate Experiences from Many Angles 3 Ways Mystery Shopping Keeps Costs in Check Customer Retention Facts Upcoming Events Click the link below to read the full issue of the newsletter....