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Author Archives: Beth
Protecting Retailers from the “Flash Rob” Trend
Flash mobs have become a major trend. They’ve even been featured in Hollywood movies, often with a group of people in a public place breaking out in a choreographed dance. That type of mob scene is all in good fun, … Continue reading
Is Alcohol/Cigarette Compliance the Area Where Mystery Shopping Can be About ‘Condemning’ Employees?
It has been mentioned before – that stigma that the mystery shopping industry faces that the goal is to catch employees up to no good. In most cases, this is not the real goal. Instead, it is to identify where … Continue reading
The role of mystery shopping in banking
Whether employees recognize it or not, the financial industry is one where they have substantial responsibility. After all, they are tasked with guarding the investments of and personal finances of their clients. People walking into a bank, for example, have … Continue reading
Posted in Blog
Tagged banking services, Customer Satisfaction, Employee Training, financial industry, Mystery Shopping
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Learning From a UK Study on the Top Places to Shop
The City of Cambridge, in the UK was recently given the honor of top retail town in the country, according to a mystery shopping initiative. It received an overall average of 90% with a couple of retailers scoring perfectly. The … Continue reading
Customer Feedback Surveys: What’s in it for Me?
The retail and restaurant industries are entirely service-based. As a result, it is imperative that businesses in these industries receive feedback in order to deliver what their customers want to remain successful. There is, however, one major roadblock. It is … Continue reading
Mystery Shopping Leads to Better Patient Care
Who said TV can’t teach us anything? If you watched Grey’s Anatomy over the past few seasons, then you were probably introduced to their “patient care” dummy, Stan, commanded by the chief in one episode. The goal was to deal … Continue reading
Improving the perception that retailers don’t care about customer service
Would it be a surprise to you if I said consumers are critical? Probably not – but you may be thinking “who, me?” According to the Walmart cashier that rang me out this evening, angry customers are available at a … Continue reading
Mystery Shopping in the education sector
Mystery shopping can also be used by the education industry, especially colleges, universities and private schools. ICCDS can help craft a program for the admissions office in ensuring the brand promise is kept to prospective students. Continue reading
Posted in Blog, Customer Experience
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When finding a Mystery Shopping company, it’s about quality over quantity
In the secret shopper industry, it would seem that many individuals that look for a mystery shopping company use the quantity of reports offered as a measure of who is right to use. I don’t know how many times in … Continue reading
Defining Your Brand
Establishing your brand identity is essential – it is what tells customers who you are and it sets the ground for customer expectation. Mystery shopping can help you determine if you’re on the right track with the establishment of your … Continue reading
