Shoppers' View Blog

Case Study: Early Membership Evaluation at the YMCA  Grand Rapids, Michigan

Shoppers' View recently worked with the YMCA of Greater Grand Rapids to create and implement a mystery shopping program focused on new member experiences. Welcoming new members is a crucial focus area for a wellness community like the YMCA. This case study offers a behind-the-scenes look at this program and its resultsincluding customer service training and exit interview retooling. 

Background
The YMCA operates as a “third place” in the lives of local community members. 

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The 26 Customers You Want to Hear From

26 to 1. It's a ratio you'll want to pay attention to.

According to the White House Office of Consumer Affairs, 26 customers will stay silent about their concerns while just one complains. That means you're likely losing customers who never reach out to you for a conversation. Instead they may simply move on...to your competitors.

If only you could talk to those 26 people, you might have an idea of what is preventing your company's growth and then take the opportunity to retool your practices. But instead you're stuck with one isolated complaint that may or may not be reflective of your customers' overall experience.

Great news! We've got 26 people (or more) you'll want to hear from. They're mystery shoppers, and they'll help you fine tune your strategy before your customers flee.

By employing customer experience strategy, also known as mystery shopping, you will receive real and relevant customer feedback about your business. This will allow you to identify your company's strengths, but also to identify crucial gaps in your customer service.

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Keep Your Eye on Logistics

As a thought leader in the online shipping space, Shoppers' View has been using our dynamic reporting system and trained mystery shoppers to:

  • Order products online
  • Track delivery
  • Leave details on packaging
  • Initiate and complete a return
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Third-Party Logistics: Your Company's Best Investment?

If you're shipping to online customers, you understand the importance—and magnitude—of the shipping experience.

While you want clients to click and buy with convenience, not worrying about the shipping process, your company conversely wants to manage every aspect of the shipping experience, so that it appears seamless and positive to the customer...and keeps them coming back for repeat purchases.

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How to spot a mystery shopping scam

Every so often, we get asked about scammers in our industry. The good news is: most of the shopping programs are NOT scams, but we would like to share with you how to avoid a scam and be a real mystery shopper!

Unfortunately, scams disguised as mystery shopping are out there. Shoppers' View wants to help you be on the lookout for these fraudulent offers. Here's what to look for to prevent becoming a victim of such scams and what you can do if you have already been victimized. 

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Can I Record Without Consent in my State?

Did you know? Hidden video mystery shopping and telephone mystery shopping are legal in most U.S. states, thanks to one-party consent laws for video and phone recording.

If you’re looking for customer experience research in one of the two-party consent states below, you may want to consider other options for strategic results.

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Work Hacks: Taking the Call

If you're not convinced that phone calls matter to your business, check out our recent post, Can Answering the Phone the Right Way Earn You $$$?

If you're already thinking about upping your company's phone game, read on. These five work hacks will get you off and running in the right direction.

1. Get your greeting right.
How you greet your customer (or potential customer) matters immensely. Train your employees in a standard greeting that welcomes the caller and brings energy to the conversation. 

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Can Answering the Phone the Right Way Earn You $$$?

Here's a secret: One of our clients, on average, makes $800 per phone call. Yes, that's $800 attributed to one phone conversation. How do they do it? 

For this particular client, we've calculated that if someone's incoming call is handled properly on their first contact to their company, it equates to eight Benjamins in the bank.

We know there are stats like this for nearly every company, in virtually every industry. Here's the bottom line: If your referrals are being welcomed and relayed properly, it's a game changer. 

Here's why it works.

1. You have a captive audience.
The customer called you. All that advertising and marketing money you spent trying to get here has paid off. It's now your turn to keep the conversation going, engage the customer, and anticipate their needs. You've never had a more captive audience. Will you take a passive approach and just answer their questions, or will you proactively promote your product or service in a way that gets the caller excited to be a part of it?

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Customer and Shopper — One and the Same

One common misperception about mystery shopping is that the shoppers providing insights somehow aren't "real." 

Companies fear that the shoppers they work with will not be representative of the shoppers they currently attract, nor those they hope to attract in the future.

And it's a fair criticism...of some mystery shopping programs.

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Optimize Your Mystery Shopping: The Ultimate List

We're confident that customer experience strategy (aka mystery shopping) gets results. But we're not a "set it and forget it" industry. The dedicated team at Shoppers' View is ready to hone your strategy for optimal results.

If you are currently employing mystery shopping, here's a checklist to ensure you're getting the most out of your mystery shopping set-up. Planning for the future? This list will guide the strategy for your next mystery shopping endeavor.

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