Knowledge

Mystery Shopping for Revenue Generation: Maximize the ROI of Your Mystery Shopping Program

Sep 04, 2009 by Elaine Buxton

Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the usually means measuring customer experience .

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What is Mystery Shopper Interview Bias?

Aug 26, 2009 by Elaine Buxton

Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.

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Frontline Employees—Advocate or Adversary for your Brand?

Aug 21, 2009 by Elaine Buxton

As I unloaded my cart on a recent visit to the grocery store, I heard the cashier tell his fellow employee, “I’m so tired of working this line. I can’t wait to be out of here!” Hearing this, I considered how the store manager would react if he heard this from his employee. To be sure, the manager would consider the comment a poor reflection on his store and on the company brand. Employees who talk about being bored on the job – in front of customers – are adversaries for a brand rather than advocates, a situation every company wants to avoid.

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Customer Wait Times:  Ideas to Make the Wait More Pleasant

Aug 19, 2009 by Confero Inc.

The Wall Street Journal’s Carl Bialik (“The Numbers Guy”) talked with our own Rob Barry, along with other experts, about the customer view of time spent waiting in line.

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Five Benefits of an Ongoing Customer Service Mystery Shopping Program

Aug 06, 2009 by Elaine Buxton

Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.

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