Tag Archives: secret shopper

In Case of Emergency, Break Glass

Posted on July 5, 2007 by Tom

If you walked out of your office to find your building burning down, would you grab the first extinguisher or call 911? Similarly, if your company’s revenue is decreasing exponentially, staff turnover is high, your reputation is sinking, and you’re … Continue reading →

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Four Warning Signs Your Program Lacks Integrity

Posted on June 7, 2007 by Tom

Integrity is a big word when it comes to mystery shopping programs. In terms of the shopper, the data and of course the provider. A program’s success is directly linked to the “buy in” from associates. If they do not … Continue reading →

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Modifying Surveys to Match the Store Environment

Posted on May 29, 2007 by Tom

While some people may say retail is retail, there’s actually a marked difference between outlet stores and traditional retail stores in terms of traffic, customer relationships and frontline staff performance. The typical outlet shopper isn’t as much interested in assistance … Continue reading →

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Score Change Requests…Be a Benevolent Despot

Posted on May 21, 2007 by Tom

One of the most beguiling and frustrating elements of a mystery shopping program is the dreaded Request for Score Change. More gray hairs appear on the heads of mystery shop managers over this than any other element they must deal … Continue reading →

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Support and Quantify

Posted on May 7, 2007 by Tom

Clearly, the influence of a mystery shopper program can extend into almost every facet of your business, offering a sound analysis of best practices and reliable data on which you can continually build and expand your brand. Mystery shop¬per programs … Continue reading →

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Ten Things You Can Do Today To Improve Your Mystery Shopping Program Tomorrow

Posted on February 19, 2007 by Tom

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 →

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