Transforming Customer Experience Through Mystery Shopping

Doing CX Right

Claire Boscq- Scott, Global Customer Service guru and three-time author, explains why and how to do mystery shopping right. The post Transforming Customer Experience Through Mystery Shopping appeared first on Doing CX Right.

3 Ways to Get More from Your Mystery Shops

InteractionMetrics

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […].

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Look beyond mystery shopping to improve your customer experience

Qualtrics

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.

KMF, Microfinance Focusing on the Service Strategy in Kazakhstan

Service Quality Institute

Zhanna Baigunakova, Head of Quality who spent 2 days mystery shopping with me. I just returned from spending a week in Almaty Kazakhstan helping KMF.kz the largest microfinance firm in Central Asia with 110 locations and 1771 employees drive a service culture.

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

Mystery shop your competitors in person and online. When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

Interactive Data is the Future, Here’s Why

InteractionMetrics

So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what you need. Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments.

Are black people facing insurance discrimination?

The Customer Service Blog

Using a mystery shopping exercise, it also said that in postcodes where more than 50% of the population were from ethnic minority backgrounds, there was a penalty of at least £280 a year. Are people from BME communities facing discrimination from insurance companies?

Speaking Tours in Georgia and Azerbaijan

Service Quality Institute

This is the earliest I have ever done a mystery shop. I just returned from speaking tours in Tbilisi, Georgia and Baku, Azerbaijan. Both are beautiful countries. Nice people and great food. This is my first visit to both countries.

CX Snapshot: Health Insurance

1 to 1

Mystery shopping, voice of the member, and other interv As consumers take more control of their healthcare decisions, insurance companies are catching up to other industries in how they interact with members and deliver customer experiences. The member experience is beginning to differentiate payers. So what is the state of CX among health insurance firms? TTEC Digital recently conducted an assessment of four leading U.S.

Infographic: Tips for Market Research Organisations to Gain Competitive Advantage

Confirmit

Mobile surveys triggered based on a respondent’s location improve the speed and accuracy of your research while opening the door to new opportunities such as developing a deeper understanding of a consumer’s path to purchase, competitive intelligence, and mystery shopping. Tip 1: With 61% adults worldwide carrying at least one mobile device, mobile is no longer an option in market research.

You Get What You Tolerate (From Employees)

Myra Golden Media

I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable?

What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

Mystery shopping provides third-party, unbiased feedback about how your teams are meeting the standards you currently have in place while customer surveys tell you where brand loyalty is gained or lost and how that relates to your standards. If your mystery shopping scores are high but your customer survey scores are low, this can indicate that your current standards are not aligned with your customer expectations – meaning you need to raise your standards.

International Contact Centre Operations Tips & Best Practices

Callminer

One very easy but critical way of looking at the customer journey is to mystery shop the centre and to see what it really feels like to be the customer.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

InteractionMetrics

Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights. For measuring customer service inquiries, such as setting up with a new doctor, or finding out about an elective procedure, mystery shopping is helpful. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

InteractionMetrics

Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights. For measuring customer service inquiries, such as setting up with a new doctor, or finding out about an elective procedure, mystery shopping is helpful. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.

Seeing is Believing

CX Journey

As such, customer recollection of multiple details during a store visit would be colored similarly by those two points in their shopping experience. Reduce the Waste In sharp contrast, video mystery shopping is impervious to such characteristic flaws, making the information obtained far superior in terms of reliability and usability for improvement. Image courtesy of jsawkins Today I'm pleased to share a guest post by Josh Stern , CEO of Reality Based Group.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

Angela Megasko is CEO and President of Market Viewpoint, LLC , a market research firm specializing in mystery shopping. As the “Jane Bond” of the mystery shopping world, Angela helps clients ‘see their business through their customers’ eyes.’. It can be solved with regular monitoring through telephone mystery shopping programs, communication with their team about issues, and regular training of staff.

Addressing metrics gaps between bot-led and human-led service

Comm100

Test Customer Service with Mystery Shopping. Another way to address and prevent customer service metric gaps is through mystery shopping. Mystery shopping is a tool used by organizations or third-party groups to test the quality of a company’s service. Mystery shopping can be used as a means of testing chatbots and auditing the quality of service provided by live chat agents.

Addressing metrics gaps between bot-led and human-led service

Comm100

Test Customer Service with Mystery Shopping. Another way to address and prevent customer service metric gaps is through mystery shopping. Mystery shopping is a tool used by organizations or third-party groups to test the quality of a company’s service. Mystery shopping can be used as a means of testing chatbots and auditing the quality of service provided by live chat agents.

Here Are the 5 Standards of Excellent Customer Listening

InteractionMetrics

Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios. In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data.

You Must Do THIS at Your Job Interview

Beyond Philosophy

For example, if a Disney employee is caught leaning against the wall rather than standing straight, they will be marked down in the mystery shopping survey. First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Mystery shop yourself There are many different ways to do this work yourself. We suggest conducting this mystery shopping during your busiest period. Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

CX 55

Customer Experience Management: An Exclusive Interview with Micah Solomon

SugarCRM

But during their visit to his home, they realized that what he really needed was a Shop-Vac® to address the flooding in his basement. You go above and beyond to help a company, including going in hands-on as an undercover mystery shopper. .

The Impact of a Customer-Centric Culture Transformation

CX Journey

To assess employee behaviors, Forrester recommends using some observational techniques like mystery shopping, surveying employees about their customer-centric behaviors, including those behaviors in their performance reviews, and analyzing customer feedback to learn if they've noticed any improvements. How do you know if the work you're doing to transform your company's culture is effective and is making an impact?

CX 44

How Samsung stays one step ahead in the innovation race

Qualtrics

70% of its surveys come from internal stakeholder requests, such as post-advertising tests, mystery shopping, consumer studies, or field surveys. "We’ve "Do what you can’t": it’s Samsung’s famous slogan, but it could just as well be Emmanuel Malard’s life motto.

A Fish Rots from the Head Down

CX Journey

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. in your organization - or any organization - start with the leadership team. Senior leaders and executives: take a good, hard look at how you and your colleagues act, behave, make decisions, walk the walk/talk the talk, live the values, etc.

CX 35

How Well Do Brands Use Mobile Messaging and Live Chat?

1 to 1

TTEC’s research team mystery shopped 27 companies from five different industries over a four-month period: E-commerce/retail Financial services Telecom Travel Utilities.

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research. The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020!

CX 105

From Journey Map to Experience

CX Journey

Have them “mystery shop” the journey themselves, if they don’t yet have a full picture of it. Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them?

CX 49

Lean Leadership: Go and See for Yourself

CX Journey

Mystery shopping : shop your own organization; you don't have to be a retail operation to do this. Shopping" can be calling your customer support line or your reception/main office line. Shopping can take many forms, and it allows you to experience the organization as customers would. Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since then.

CX 34

Chat Vs. Messaging: More Than Meets the Emoji

1 to 1

Top 5 CX Gaps in Messaging and Chat : We mystery shopped some famous brands. Customers live on their phones, but not in the same ways they used to.