by studio98 | Oct 10, 2012 | Businesses
One way to ensure that your employees are interacting with customers the way you want them to be is to start a mystery shopping program to gain the customer’s perspective. This article by Tom Brown states that mystery shopping can free you, the company owner, from...
by studio98 | Sep 19, 2012 | Businesses
Mystery shops have led to more personalized e-mail communication Wouldn’t it be great to see exactly how employees communicate with your customers via e-mail? Lake Sunapee Bank ($670 million, Newport, New Hampshire) now has that ability. With its...
by studio98 | Sep 18, 2012 | Businesses
Employees and supervisors can hear the tone of the conversations Lake Sunapee Bank ($670 million, Newport, New Hampshire) has taken its existing mystery shopping program up a notch, says Angie Deschenes, VP/Retail Banking. “We’ve done in-person and...
by studio98 | Sep 3, 2012 | Businesses
At A Glance: The Five Dimensions Of Service Quality Successful Mystery Shopping Programs At Seven Seventeen Credit Union (Warren, Ohio), shoppers evaluate employees and the branch on the following five service qualities: Tangibles: This includes the physical...
by studio98 | Sep 3, 2012 | Businesses
Shopping audits can help you determine the effectiveness of your internal marketing strategies so that you may upgrade them, thereby enhancing your image, your service and your market share. You will, in effect, be minimizing human “turnoffs” and thereby keeping the...
by studio98 | Aug 27, 2012 | Businesses
There is a Target and a Walmart in my neighborhood. Prices are pretty similar – Walmart is probably cheaper. Why then, do I continuously find myself at Target for various and sundry items? In short, Target “gets” the concept of customer service. Whenever I need to...
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