Tag Archives: secret shopper

Office Depot’s DIY mystery shopping adventure

Posted on November 2, 2011 by drich

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 →

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The Secret Shopper Stigma Revealed by Affordable Care Act

Posted on July 7, 2011 by drich

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 →

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Defining Your Brand

Posted on June 27, 2011 by Beth

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 →

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Dangers of Using the Same Mystery Shopper

Posted on June 9, 2011 by Beth

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 →

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Can You Mystery Shop Your Way to Overnight Success?

Posted on May 31, 2011 by Beth

In the perfect world, we could snap our fingers and get whatever we want when we want it. But here in reality, we have to work and wait for those things we want to happen.  It is a philosophy to … 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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