Shoppers' View Blog

7 Industries in which Mystery Shopping is Essential (Pt. 1)


Mystery shopping has long been a go-to practice in service industries like hospitality and retail. But today we'll look at several additional high-dollar industries where the results of mystery shopping can mean customer loyalty for life.

Evaluating customer service in the beginning stages of a conversation can make all the difference for a successful long-term partnership. The little things, over time, can raise a middle-of-the-road business to an industry leader. 

As promised last week, it's time to take a look at unexpected industries where mystery shopping can bring ROI in the form of lifelong customers.

1. Cell Phone Providers
There are two kinds of service that have the power to break a cell phone contract: poor cellular service or, after the inconvenience strikes, poor customer service. It's equally important to make sure that your towers are effective as it is to confirm that your service staff are friendly and helpful. Mystery shopping allows you to check in with your customers to see if they can hear you now and if they like what they're hearing.

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Mystery Shopping For High-Dollar Selling

Many people think mystery shoppers are only used by restaurants and retail stores where customer interaction is ever-present. And historically speaking, these have been two of the most common users of mystery shopping services. And it makes sense; when a company relies on hundreds or thousands of successful interactions to generate all of their revenue, it's critical that all of those individual interactions are of the highest quality to ensure the bottom line stays robust.

Taking this philosophy a step further is an emerging trend in the industry: using mystery shopping to measure competency and efficacy of salespeople in companies who focus on high-dollar interactions. Rather than monitoring hundreds or thousands of interactions, companies are using mystery shopping to ensure they are at the top of their game once they get in front of a client that will bring in game-changing revenue.

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Customer Satisfaction Surveys vs. Mystery Shopping

SURVEY CUSTOMERS OR SEND OUT SHOPPERS?

Clients often ask us: which SV method is right for my business? One of the most common strategy comparisons is customer satisfaction surveys vs. mystery shopping.

It's a discussion that depends on a few factors. We've seen organizations thrive in each method, of course, but there are key indicators that help us predict which may be more effective. Read on to get an idea of whether you need to employ mystery shoppers or surveys to get the data you're after.

DECIDING FACTORS
When considering the following, choose which option more closely fits your organization's current goals, strengths, and position.

Few Locations vs. Many

  • If you have one or two storefronts, you may not need to employ secret shoppers. In this case, surveys can best gauge the temperature of your customer experience.
  • With many locations, you'll want to check in on key stores that create a representative sample. You'll want eyes and ears in your brick-and-mortar (or online!) storefronts, and that's the work of a mystery shopper. 
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(video) Keep your competitive edge

Competitiors, they're always up to something...

Do you compete for business on a national level? If so, we can help.

TOP 4 THINGS YOU NEED TO KNOW ABOUT YOUR COMPETITION

  • What are their product offerings?

  • What are their prices?

  • How do they reward their customers (customer loyalty)?

  • What are their marketing activities?

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The Big Three of Customer Satisfaction

 

If you’re dependent on customer satisfaction for success—and most of us are—then you’ll want to know that your efforts to that end are effective. Here’s your cheat sheet with three key steps to pleasing your number one stakeholder: the customer.

 

1. Know the customer loyalty loop.

Pick up a copy of Noah Fleming’s Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions and you’ll get intimately acquainted with that loyalty loop, a proven cycle that savvy business leaders aim to achieve:

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Shoppers' View Writing Contest!

Shoppers' View is pleased to announce our 8th annual writing contest with two grand prizes of $100 each! Come on writers - put on your creative thinking caps! While you are making those holiday shopping lists, take that figurative pen and paper and write a winning essay to help finance your shopping spree!

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Success Story: Gill Staffing

Shoppers’ View has had the privilege of partnering with hundreds of clients nationwide since opening over 20 years ago. Today on the blog we feature Gill Staffing, a team that has used Shoppers’ View customer satisfaction surveys to their advantage.

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Ensuring Excellence in Everyday Interactions

The terms “mystery shopping” and “customer experience” might be confusing. But, if you use your everyday life as an example, you’ll start realizing that the mystery shopping and customer experience services offered by Shoppers’ View can apply to nearly any business situation.

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Success Story: Instant Cash Advance Corporation

At Shoppers’ View, we’re often asked about our clients. Who have we worked with, and how have we made an impact? One of the many stories we can tell is of our partnership with Instant Cash Advance Corporation, a company that has maximized our Shoppers’ View University platform.

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2017 Business Trends

As 2016 comes to a close, start looking forward to the trends of 2017. It’s going to be a year rich in measurement on both sides of the counter, with employees and customers impacting the data that drives businesses. 

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