Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Here's a five step process for writing customer service procedures your employees will love. The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Kerry Bodine

MAY 11, 2020

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. What parts of your experience can or should stay the same? How have our customers’ needs and expectations changed?

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. of respondents said they have “felt sorry” for retail workers who work on holidays. VOLUME 37: November 2014.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Qualtrics

FEBRUARY 21, 2021

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40