Mystery Shopping Provides a Systematic Feedback Loop

In “shopping” (sometimes called “mystery shopping”), trained and supervised “shoppers” actually engage in typical transactions with customer contact personnel and then rate specific attributes from a customer’s perspective.  These include such traits as: • ...

Shopping is Measuring

Management does not have the anonymity and the luxury of regularly observing and evaluating the performance of each customer contact employee.  So, how do you know if your personnel are indeed a positive force in your sales effort or unknowingly undermining every...

How to Deliver Top Notch Service

Employees vary widely in appearance, personality, and ability, which creates an obvious problem with quality control.  Human variability does not lend itself to the standardization and control that machine-based industries enjoy. Because machines can never replace...