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Tag Archives: Mystery Shopping
Expert Advice on Designing Your Mystery Shopping Program
Mystery shopping is an excellent way to uncover whether your efforts at sales training are effective. While finding a quality vendor to implement the right mystery shopping program can be a daunting task, choosing a vendor with specific experience in … Continue reading
Fed Up With Poor Service
With so much attention given to customer service, is it getting any better? Apparently retailers still have a long way to go. A new report from Yankelovich, Consumers in Control: Customer Service in the Age of Consumer Empowerment, highlights the … Continue reading
Improving the Customer Experience: During the Holidays and Beyond
Amidst complaints from shoppers about bad service, and from staff about bad customers, Best Buy continues to get it right. How did Best Buy get so smart? In part, with a survey measuring customers’ most important holiday shopping factors including: … Continue reading
Less is More
At the end of the day, mystery shopping reports may not be worth more than the paper they are printed on to the district and regional managers. The data should have the greatest impact on the front lines.
Strategic Uses of Mystery Shopping…Another Example
As outlined in our first look at “strategic uses of mystery shopping”,” evaluating the effect of additional staffing on service levels and sales is a top priority for retailers. Putting together a program to meet that need, however, can feel … Continue reading
Strategic Uses of Mystery Shopping
When considering all of the valuable ways to strategically use mystery shopping to build brand loyalty among your customer base, evaluating the effect of additional staffing on service levels and sales is the first thing to come to mind. Let’s … Continue reading
Are you Exposing Yourself? (Part 1)
Sounds obscene, doesn’t it? Well, forgive the play on words, but now that we have your attention”¦. For most retailers, the holiday period presents a sizeable increase in store traffic and sales volume. Retailers have their greatest opportunity to provide … Continue reading
How Can Mystery Shopping Strengthen Your Brand?
The strongest brands are those that are instantly recognizable by customers. Kleenex, Band Aids, Coke, Tide, Victoria’s Secret, McDonalds, FedEx, Nike”¦. all are brands that need no further introduction. Conversely, a brand image that changes too often can lead to … Continue reading
How Mystery Shopping Can Make A Difference
We’ve often talked before about the components that make for a stellar mystery shopping program. In my May 31, 2007 blog, Five Mistakes Companies Make When Choosing a Mystery Shopping Provider, I talked about the importance of choosing a provider … Continue reading
What Really Is Good Customer Service?
Most retailers would agree customer service could use some improvement. The problem lies in determining what constitutes good customer service and how to provide it. With so many retailers selling the same merchandise at similar price points, customer service remains … Continue reading
