Shoppers' View Blog

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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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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Improve Your User Experience

In the marketplace, you’re designing for humans. Humans who respond to certain colors for different reasons, who intuitively click on sections of your page more than others, who make snap judgments in less than a second.

When you’re designing your website, why not ask a human what they think?

Sure, the web gurus on your team may pass around a test URL and ask for feedback. And while that kind of crowdsourcing comes from the right vein of thinking, web developers must go further to effectively design for user experience (UX).

Because, at the root, web design comes down to your audience.

What if you could get your feedback from exactly the demographic you’re trying to reach?

Female college students in Madison, Wisconsin, for example, who rent an apartment. Retirees in southern Florida who enjoy golf and own their own home. Owners of two or more dogs in northern California.

However you define your audience persona, you can reach them.

Develop your own web focus group, without ever leaving your office. Contact Shoppers’ View
and we’ll develop a plan to maximize UX for your success.

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