Shoppers' View Blog

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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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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Mystery Shopping + Corporate Culture

What makes a mystery shopping campaign "sticky"—bringing tangible results to your company through methods that have staying power? It's simple, but it's also easy to miss. Your mystery shopping program has to be a great fit with your corporation: your culture, your people, your values, your brand.

From your program set-up to post-program strategy, your mystery shopping campaign needs to look and feel like your own. Because at the end of the day, it's an initiative designed to work for you and your customers. 

When it comes to creating your campaign, you'll want it to work seamlessly with who you are as an organization. Here are questions to consider when charting your mystery shopping course.

Does this strategy fit with our brand and our story? 
Stay true to your company's story. For example, a mystery shopping program built around evaluating customer luxury and comfort might not be important for an organization touted for being the market's economical, no-frills option. Remember, you're looking to secure and expand customers who are drawn to your unique brand.

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7 Industries in which Mystery Shopping is Essential (Pt. 2)

This is the second part of a two-part post on industries that need mystery shopping. If you've landed here, be sure to check out Part 1 first.

Consistent and sustainable practices, like those outlined in The Game of Inches by Nigel Collin, create long-term partnerships between businesses and clients. That's why mystery shopping, which helps you improve customer service early on, is important for your sustained sales.

Interested in four more key industries that maximize their impact through mystery shopping services? Let's jump right back in:

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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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