As always, seek the customer’s point of view

In this article about mystery shopping, a customer pinpoints the whole challenge companies have with providing quality customer service; too often their efforts at doing so are focused on the company’s needs, not the customer’s.  Here, a cell phone provider customer...

The lifestyle of a mystery shopper

Here’s one mystery shopper’s take on the kind of reactions she gets when she tells people she’s a mystery shopper, and her life checking up on apartment leasing companies.  The author discusses how she fits mystery shopping into her daily schedule.  It’s easier for...