Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
It’s tempting to use surveys to gauge the temperature of the staff. Here are 10 reasons why it’s not a good idea and 12 better ways to do it.
Brands have a fingerprint, whether the management and board like it or not. Sometimes that fingerprint is not what was strategically intended. Here’s how brands can take back control of the narrative.
We all know what it’s like when we lose it. It also happens to our staff with customers. We assume people control their reaction. But they don’t. Here’s why.
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
Mystery shopping is a research method in which trained evaluators, posing as ordinary customers, assess the quality of service, sales processes, and operational compliance at
eVouchers and gifts are broken. They focus on the transaction and not the experience of the giver and recipient.
Don’t stress about industry benchmarks except for when you are measuring against your own strategy. Industry benchmark studies are a dangerous distraction. Here’s why.
Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.
I drove 1,500km in the Australian outback to earn $80 for a Mystery Shopping client. There are 8 good reasons why this wasn’t unreasonable.
Although we see thousands of pieces of advertising every day, they work. But in order for them to work, each store must implement (with precision)