Service Quality Institute

JUNE 15, 2022

This is the earliest I have ever done a mystery shop. Kevin’s closing remarks can be found on my speaking site – Retail/Service – John Tschohl. On Monday, June 11 I did a one-day service strategy seminar for Kevin Landi, Bravo CEO and his top 140 leaders which included all 90 store managers.

Mystery Shopping 52

Mystery Shopping Government Retail Customer Service 52

Beyond Philosophy

FEBRUARY 10, 2015

Examples of these moments could be how a Ritz Carlton employee responds with, “My pleasure,” to guests’ requests, or the subconscious reaction we have when we see the blue shirt worn by the Apple Genius at their retail store. Body language is an important part of these white coat moments, particularly for your Customer Experience.

Mystery Shopping 135

Mystery Shopping Retail Customer Experience 135

1 to 1

JULY 6, 2020

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. We asked simple questions like “can I open a savings account” for banks and “do you offer express delivery” for retailers. Resolution times vary.

Mystery Shopping 26

Mystery Shopping E-commerce Retail CX 26

Qualtrics

FEBRUARY 21, 2021

This ensures that the mystery shopper can get a clear account of what a customer would experience. To truly understand the customer experience , the employees cannot know they are serving a mystery shopper. Mystery shopping can help root out issues that can prevent long-term or future problems, that impact customer retention and sales.

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

CX Journey

JULY 19, 2016

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.

Mystery Shopping 35

Mystery Shopping Manufacturing Retail Customer Experience 35

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. LinkedIn : [link]. Website : [link]. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132