What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.
No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.
For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.
Continue reading “3 ways to prevent poor customer service”
Mystery shopping is a popular tool used by many businesses to measure the quality of their services or product delivery from a consumer perspective.
Many times the actual delivery at the retail outlet is not up to par with the company’s policies and claims and mystery shoppers can help the company pick out whether their frontline staff is providing customers the standard of service expected of them.
Continue reading “How mystery shopping can improve customer service”
It is possible that in some point of your life you’ve been standing in a queue at a retail store next to a mystery shopper.
They’ll be hard to spot, seemingly shopping for a night out for essentials, but what they are doing is taking mental notes of the stores’ appearance, cleanliness, and service of the store.
There are roughly 50,000 mystery shopping trips carried out every month in the UK, as stated by the Mystery Shopping Providers Association (MSPA), and as more and more spending takes place online, the demand for mystery shoppers is increasing.
Continue reading “Working as a mystery shopper”
Ensuring that your customers are receiving a consistent experience across all channels is important for them to form a positive connection with your brand.
A great brand experience is ultimately down your customer’s satisfaction with each channel of you brand, including your website, branding, employee interaction and atmosphere but bad experience with any one of those channels has the possibility to ruin the customer’s view of your brand as a whole.
It is easier on some channels that others to control the experience the customer will have. As your website, app and marketing will be entirely under your control and are offering lots of data and feedback opportunities, you can make sure that your customers are receiving great interactions on those channels. It can be difficult, however, to keep up that same consistency in physical stores.
Continue reading “How you can improve your brand experience using mystery shopping”
Companies in the market research sector hire mystery shoppers to visit retail businesses and evaluate the quality of service.
Many directories listing mystery shopping opportunities have been discovered to be scams by charging shoppers to join without providing any work.
To become a mystery shopper, it is important that you follow the below steps and do your research.
Continue reading “How to become a mystery shopper”
There are many challenges that come along when working in retail.
Often, it’s the distraction of these challenges that means employees lose focus on providing the best customer service they can to shoppers.
Retail Maxim, a mystery shopping company specialising in retail, has put together a list of simple tips below that can improve your retail customer service!
Continue reading “21 Tips for Excellent Retail Customer Service”
Unfortunately, there are a lot of email scams involving Mystery Shopping assignments. There is no way to prevent these but they should be reported to your local law enforcement agency.
How to spot a scam
- All emails from us come from addresses ending in @retail-maxim.co.uk. If someone contacts you from a different address, it isn’t us
- Genuine companies will use a company email address. If someone contacts you from an account with Hotmail or Gmail (or similar) they are unlikely to be a genuine company
- We only send emails to shoppers who have registered with us. If you didn’t register on our database, we won’t email you
- We always speak to our shoppers every time that we offer them an assignment
- We do not pay our shoppers through Western Union, and we never ask them to transfer money with Western Union
- If you are asked to bank a cheque, it’s likely to be a scam
- No genuine mystery shopping company would trust someone they don’t know with a large sum of money as an advance. If you are contacted and offered a large payment in advance, this is likely to be a scam
- If an offer looks too good to be true, it probably will be. Mystery shopping does not normally pay large amounts. If you are offered £100 to conduct a basic enquiry it is very unlikely to be a genuine assignment
- If you apply for non mystery shopping work on a job site and are then told that the vacancy is filled but there is mystery shopping work available as an alternative, this is likely to be a scam.
Here are a couple of links which give a bit more information on such scams:
http://www.mysteryshoppersmanual.com/category/mystery-shopper-scam (a USA-based site but a lot of the information applies to the UK too)
In the UK, all internet scams/attempted scams should be reported to Action Fraud, the national fraud and internet crime reporting centre: http://www.actionfraud.police.uk/
Mystery shoppers provide customer service feedback to a business while posing as customers.
A mystery shopper may be asked to visit a hotel, banks, restaurants, cinemas, shops, and other businesses to pose as a regular customer while they are taking mental notes on the location’s cleanliness, staff courtesy, and any other issues that concern the business owner.
Continue reading “Pros of Becoming a Mystery Shopper”
Gathering effective feedback about your business can take many forms, including conducting a customer survey.
Although customer surveys are the popular choice for many businesses, mystery shopping is proving to be the more effective option, and here’s why:
Continue reading “How Mystery Shopping Can Tell You More Than a Customer Survey”
A customer journey map is an incredible tool for understanding and improving your customers’ experience.
A good customer journey map will document your customer experience from the customer’s eyes, thus helping you understand how customers interact with you and possibly identify any areas for improvement.
However, you may have difficulty finding a standard customer journey map as there is no standard. You can, however, build it following design principles, or any other visual creations – make a work of art.
Continue reading “A step-by-step guide to mapping your customer’s journey”