Tag Archives: Customer Satisfaction

The role of mystery shopping in banking

Posted on October 11, 2011 by Beth

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 →

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Customer Feedback Surveys: What’s in it for Me?

Posted on October 4, 2011 by Beth

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 →

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Mystery Shopping Leads to Better Patient Care

Posted on September 27, 2011 by Beth

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 →

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Improving the perception that retailers don’t care about customer service

Posted on August 16, 2011 by Beth

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 →

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Aligning the Expectations of Your Customers

Posted on May 4, 2011 by Beth

If customers don’t know what to expect from a business, they’re also never going to be satisfied. Your goal should be to establish rules up front. Continue reading →

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Demonstrating Why Boundaries Matter for Customer Experience

Posted on April 12, 2011 by Beth

David Rich’s post this week talked on setting boundaries with the level of service you provide and it got me thinking about a few more points on the subject. One thing you’ll notice if you login to the Facebook page … Continue reading →

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What is Mystery Shopping? [VIDEO]

Posted on April 6, 2011 by Tom

David Rich, president and CEO of ICCDS, explains Mystery Shopping in a quick video Where are the gaps in your brand promise to your customers? Do you know? Mystery shopping lets you know and gives you the tools to help … Continue reading →

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Is Social Media an Appropriate Venue to Gauge Customer Experience?

Posted on April 5, 2011 by Beth

You may choose to air it all online to benefit from social media, or you may encourage customers to provide extensive feedback in a private venue. Using social media as a retailer has pros and cons. Continue reading →

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Great service is service with boundaries

Posted on April 4, 2011 by drich

Service with boundaries not only helps associates understand what they can and cannot do to help customers, but also the companies themselves. Continue reading →

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Working for a Reputable Mystery Shopping Company

Posted on April 1, 2011 by Beth

Reputable contract and hiring practices of mystery shopping companies reflects on the integrity of your shops. Doing business with only reputable mystery shopping companies saves you from the hassle fo getting tangled up in scams. Continue reading →

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