Shoppers' View Blog

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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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 Service: Your Competitive Edge

When it comes to smart business methods, you’ll want to pay attention to keeping your customers happy. That’s because acquiring a new customer is not four, not five, but six to seven times more costly than customer retention (Salesforce).

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7 Secrets of Customer Service

Customer service (or lack thereof) can make or break sales every day. That’s why we’re giving you this rundown of the seven secrets of customer service. Use it as a cheat sheet for your sales team, a training checklist for managers, or a practical to-do list for your colleagues today.

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How can a funeral home help my business?

The hospitality industry reaches far and wide. Whether it is a restaurant or a big box store or a funeral home, one thing reigns consistent: customers want to be treated fairly, professionally, and with respect.

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