Did you know that when customers are unhappy with their shopping experience, there’s a 91% chance they won’t do business with you again? And according to that same article in Inc. Magazine, when a customer is dissatisfied, that customer tells 9 to 15 people about their bad experience with your company.Read More
May 21, 2019
January 31, 2018
If you're in the banking or credit union industry, you know you're in a business that is rapidly investing in technology and strategic recruitment techniques. In the midst of keeping up with technology and outreach, the best way to boost your brand may be a bit more old-fashioned than the fads.
For true success, you can bank on the crucial core of customer longevity: customer service.
January 3, 2018
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 results—including customer service training and exit interview retooling.
The YMCA operates as a “third place” in the lives of local community members.
December 5, 2017
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.Read More
November 28, 2017
November 7, 2017
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.Read More
February 8, 2017
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.Read More
January 24, 2017
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.
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.
October 27, 2016
September 14, 2016
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).