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Tag Archives: Mystery Shopping
Office Depot’s DIY mystery shopping adventure
The most recent HBR (Harvard Business Review) features Kevin Peters, president of Office Depot, taking on mystery shopping himself (at first) to drive results. He discovered what most of our clients tell us; Mystery shopping works. The problem is most … Continue reading
Posted in Blog
Tagged Customer Intercepts, Mystery Shopping, Office Depot, secret shopper
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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
Tell me what really happened
When you call an airline and try to rebook a flight, minutes can seem like hours. When you are calling in advance of a natural disaster while the Weather Channel is spinning apocalyptic predictions and the news ticker is scrolling … Continue reading
The Future of Social Media in Mystery Shopping – MSPA Panel
On October 18-20, the MSPA will be holding their 13th annual conference in Atlanta, GA. The details are here. I will be moderating a panel discussing the future of social media in mystery shopping from 1:30 pm – 3:00 pm … Continue reading
Posted in Blog, Customer Experience
Tagged mspa, Mystery Shopping, retail social media, secret shopper, secret shopping
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The Secret Shopper Stigma Revealed by Affordable Care Act
Last Monday, the New York Times reported the Obama administration plans to use mystery shoppers to assess the state of doctor shortage in the United States. Two days after the story broke, the Department of Health and Human Services said … 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
Hitting the Mark That Marketing Misses with Mystery Shopping
According to VisionEdge Marketing’s 6th annual Marketing Performance Survey, very few marketing programs are as effective as they should be. There were 136 executives and marketing professionals surveyed, and only 17% said their CEO would reward marketing with an A … Continue reading
Posted in Blog, Customer Experience
Tagged Mystery Shopping, secret shopping, secret shops
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Dangers of Using the Same Mystery Shopper
You want to work with one reputable mystery shopping program once you’ve found the right fit, that is a given. But this is not a rule that applies to each individual mystery shopper. It is easy to be tempted – … Continue reading
Obtaining Measurable Data With Your Mystery Shopping Survey
Mystery shopping surveys help your mystery shopping service identify the specific data that you would like to obtain. In order to accomplish this, you’ve got to put pen to paper and draft out some questions. Asking the right questions can … Continue reading
Posted in Blog, Customer Experience
Tagged ICCDS, mystery shopper, Mystery Shopping, mystery shopping company, objective data
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