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Tag Archives: Mystery Shopping
Six Problems with Customer Experience Management…and What to Do About Them
When it comes to measuring the Customer Experience, many organizations have preconceived ideas about what does and doesn’t work. Let’s look at some of these common Customer Experience Management problems and learn how each one can present a unique set … Continue reading
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Tagged customer experience measurement, IVR, Mystery Shopping, Retail
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You Get What You Give (Part Two)
What has Best Buy changed about the way they provide great service to their customers that has put them in such a enviable position? The article continues, “Analysts say Best Buy is executing well on all fronts. Its rapid expansion … Continue reading
Reasons You Need a Mystery Shopping Program
Most customers who have unsatisfactory experiences will not complain…they will just never come back.Shopping programs can identify areas of training that need improvement and can identify areas of training that are working particularly well. As I’ve mentioned, mystery shopping is … Continue reading
What Gets Measured, Gets Done
Good businesses are always measuring progress – – sometimes in the unlikeliest instances. Years ago, retail magnate Marshall Field was walking through the original store that bears his name in Chicago. In doing so, he overheard a clerk arguing with … Continue reading
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Tagged customer experience programs, Mystery Shopping, shopper intercept surveys
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Measuring Up: There is No One Ruler in Gauging Customer Satisfaction
In businesses that are constantly trying to attract and keep a faithful clientele measuring customer satisfaction has become a barometer for success. Understanding a customer’s experience in a store””whether it is a service station, food market, clothing store, or bookseller– … Continue reading
Mystery Shopping and IVR: A Dynamic Duo
A long-held misconception exists that mystery shoppers supply businesses with information similar to that drawn from ordinary customer feedback. In fact, mystery shoppers provide a much different service, especially to those businesses aiming to be among the “best-in-class” within their … Continue reading
Ten Things You Can Do Today To Improve Your Mystery Shopping Program Tomorrow
1. Correlate to other initiatives like C-Sat. 2. Post shops at the store. 3. Develop a diagnostic tool to help turn a "no" into a "yes." 4. Randomly shop a 10% sample. This way locations are always on their toes, … Continue reading
