To beat lagging sales, retailers need to create experiences for customers.
Mystery shoppers can help to improve customer support over digital platforms.
Mystery shoppers can help improve your quality of service.
When completed thoroughly and honestly, mystery shopping reports will provide companies and its employees with an abundance of useful information.
Here are some ways you can give the best customer service possible.
If you're new to secret shopping or are just looking to sharpen your skills, here are some strategies that could help.
In secret shopping, it is vital to eliminate all bias and focus strictly on the facts.
In a lot of ways, the role of a mystery shopper is comparable to a newspaper reporter.
Learning about your patrons is essential when it comes to developing a high level of customer service.
Have you ever thought about what the stores across town are up to?
Some retailers and restaurants may feel like they no longer need mystery shopping because of the rise of integrated payments systems at the point of sale.
There's no wrong way to run a mystery shopping program for your business.
As a retailer, you know that mystery shopping can have a great impact on how your business is seen by others.
Mystery shopping at a hotel might sound like the ultimate vacation, but there is definitely an art to this tricky assignment. It takes time, guts and experience.
One of the most frequently referenced frustrations among customers who offer negative business reviews is poor service over the phone.
Companies build their brand on their customer service, which can be most effectively measured using a mystery shopper.
Lately there has been a lot of talk about the importance of omnichannel customer service.
In the midst of National Small Business Week, smaller companies should remember that customer service can make a huge impact on sales
By joining the Mystery Shopping Providers Association of North America, secret shoppers are able to take advantage of several benefits.
Retirees need to do some research to find out which organizations are legitimate and aren't looking to take advantage of people looking to make some extra cash.
Providing high-quality products and services is something every business should strive for. Mystery shoppers can secretly and discretely come through a store and make sure everything is up to par, something that could be helpful especially in the food service industry.
Everyone has had a bad experience in retail shopping at some point.
Every business that exists today needs to have an Internet presence to ensure users have a pleasant experience.
No one likes to have a bad customer experience. Going into a store, restaurant or hotel means people are expecting to be treated right and have their demands met.
The best mystery shoppers are those who keep up with what is expected of modern customer service.
Mystery shopping alone doesn't guarantee long-term growth. There is much to do before and after the use of a mystery shopping program in order for the results to be effective and drive measurable improvements in customer service.
Many individuals find that mystery shopping is a great way to make some extra money on the side.
Retail assignments are what most people think about when they hear the term "mystery shopper."
Many people have heard about mystery shopping but don't know the ins and outs of the industry.
As the result of recent trends in the hospitality industry, hoteliers are enlisting the help of mystery shopping companies to provide a transparent evaluation of service standards.
All types of industries can benefit from paying attention to customer satisfaction and loyalty strategies and restructuring them when appropriate. Recently, one major food provider illustrated this principle.
Businesses that are looking to boost customer satisfaction and loyalty might consider sending surveys to patrons after performing a service or selling them a product.
Companies are now faced with the challenge of developing more effective customer satisfaction and loyalty programs that will keep shoppers coming to brick-and-mortar stores even though ecommerce often allows them to find the same items for less online.
In order to keep customers from turning to competitors or online marketplaces for better deals, businesses are putting more focus on customer loyalty programs and expanding offerings as part of their service strategies.
While a few companies were early to introduce new service strategies that took advantage of cutting-edge technologies and trends, many are now playing catch up.
In addition to their regular strategies for customer satisfaction and loyalty, businesses need to be on the lookout for service saboteurs.
Consumers have become increasingly connected through social media and constant access to data through smartphones, which has led them to expect quicker responses from companies' customer service teams when an issue arises.
According to ForeSee's E-Retail Satisfaction Index, Amazon, QVC, Apple, Keurig and Avon are the five websites earning the most customer satisfaction and loyalty.
Retailers have been feeling the pinch of ecommerce, as consumers are more often visiting their brick-and-mortar locations to browse aisles for products they will eventually purchase for lower prices online.
Many brick-and-mortar stores are worried about the growing popularity of online shopping.
A recent study by Business 2 Community revealed industries that have the opportunity to provide personalized service are often ranked better in customer satisfaction and loyalty.
There are three primary factors that contribute to excellent customer service, according to Forbes. They are trust, honesty and consistency.
It's becoming increasingly important for companies to develop and actively participate on social networks.
Retailers are currently struggling to develop strategies that can keep customers from going online to make purchases.
Developing a service strategy that leaves consumers happy earns more than customer satisfaction and loyalty, it can also help companies generate revenue.
Even though Lexus took the lead in J.D. Power and Associates' customer satisfaction rankings, the company continues investing in a new strategy based on another top-ranking brand - Apple.
Companies are now faced with the challenge of developing a social customer service strategy or abandoning consumers where they go to engage.
As retailers develop their multichannel strategies to meet the needs of today's connected consumers, they should give careful consideration to an online shopping cart program.
When companies dissect their customer satisfaction and loyalty strategies, they might find that the two are reliant on one another.
The loyalty programs of yesterday may not have the same draw on today's customers and brands may realize less of a return on their investments.
AirTran Airways, which was acquired by Southwest Airlines last year, provided travelers with the best flying experience for the second year in a row.
Most companies do not have the right mind-set for customer call center management, writes Dr. John R. Miller for Business 2 Community.
Following reports that wireless providers are losing customers at an alarmingly fast rate, AT&T announced its plans for a new loyalty program designed to retain subscribers through a series of incentives, according to CNET.
Companies that improve customer satisfaction and loyalty through an enhanced shopping experience might be able to boost their sales revenue at the same time, according to a new study by Forrester Research, as reported by BtoB magazine
Companies and brands have learned that social media efforts can be key to customer satisfaction and loyalty.
To stay competitive with the growing ecommerce market, many retailers are trying to remind customers of their most obvious advantage - people who can provide personalized service
Shoppers are demanding more out of companies than just low prices to earn their customer satisfaction and loyalty.
Amazon, Apple, Trader Joe's and Costco were among the companies that received top ratings for customer loyalty in a Satmetrix survey.
More retailers are making customer service a top priority in 2012, according to a study by STELLAservice
It's not surprising that Apple's iPhone won highest customer satisfaction and loyalty ratings given that customers line up at the brand's stores for product releases.
In a survey of nearly 10,000 consumers, cable TV and internet services were ranked 16th and 17th out of 18 industries, according to the Temkin Group.
Surveying customers can be an effective way for businesses to get feed back about customer satisfaction and loyalty, however, they must be executed properly to yield quality information.
A new report compiled with information from the Better Business Bureau of Boston and various federal and state organizations reveals industries where some companies might be missing the mark for customer satisfaction and loyalty.
Facing a future of multi-channel retailing, businesses can improve customer satisfaction and loyalty with a dual-purposed social media strategy that leverages customer service.
Businesses that want to encourage customer satisfaction and loyalty should consider focusing on the return on experience rather than the return on investment, according to Social Media Today
A recent study by Foresee showed that websites offering daily deals can encourage repeat business and customer satisfaction and loyalty.
It appears Kroger could be stealing customers from competitors, according to The Wall Street Journal.
Customer satisfaction and loyalty remain high for Zappos.com, an online shoe retailer, even after a recent security breach that left millions customers' confidential vulnerable.
Mobile marketing and shopping has been heralded as the next retail networks spurring both brick-and-mortar storefronts and online shops to develop their own mobile strategies.
In order to keep revenues high and consumers happy, more retailers are transforming their service models with customer-centric shopping strategies.
Sometimes for businesses looking to improve their customer experience management strategies it benefits to learn their lessons from a cautionary tale.
Facebook's efforts to become an online marketplace are turning out to be less effective than the site's ability to generate traffic and conversations, according to Retail Customer Experience
Technology is opening up opportunities and challenges for retailers seeking to improve their customer satisfaction and loyalty rates.
Social media can boost customer satisfaction and loyalty in numerous ways. However, companies shouldn't feel limited by the channel, posting only articles and conversation starting questions.
Despite an improving economy, small businesses and retailers can't afford to ignore their customer experience management strategies, as the support they offer consumers may make or break their bottom lines.
Sales volume growth for one restaurant supplier suggests restaurateurs and entrepreneurs may want to expand their eateries' customer experience management strategies to deal with a recovering market.
Loyalty 360's fifth annual Loyalty Expo will be held from March 18-20 this year.
As brick-and-mortar retailers continue to ramp up competition with strictly ecommerce operations, they are having to reevaluate how they create customer satisfaction and loyalty.
According to a new survey, apparel retailers may not need to worry too much about their customer experience management.
For any type of retailer, keeping customers happy is analogous to keeping business doors open.
Many times, a company will use Twitter to either broadcast, sell or promote a product or service, or turn it into a "personal chitchat" outlet with mundane updates that are of no value to the consumer, Business2Community reports.
Last year, retailers upped their email marketing strategies to reach out to consumers and boost their customer experience management techniques.
Every new year, scores of individuals sit down to write personal resolutions. Why should be retailers be any different?
Now that the holiday shopping season has come to an end, brick-and-mortar retailers may need to devise new strategies to keep customer satisfaction and loyalty.
Much of what constitutes customer satisfaction and loyalty hinges on the capabilities of a company's employees.
This year, retailers got an extra present. No, not from Santa, but from the calendar.
As the number of smartphone owners grows, it's beome increasingly apparent for companies of all sorts to consider investing in a mobile market strategy to retain customer satisfaction and loyalty.
Smartphones and mobile research are becoming an accepted and necessary part of holiday shoppers' arsenals, requiring retailers to create apps and tools that promote customer satisfaction and loyalty.
Consumers that use the basic "retail channel" of top 40 songs, typical Christmas music or dance mixes are missing out on a critical opportunity to improve customer satisfaction and loyalty - sonic branding.
Restaurateurs are trying out new and varied ways of reaching consumers and convincing them to dine out.
Americans can be expected to employ their mobile devices while shopping this holiday season.
Consumers - stricken by rising food and commodity prices, high unemployment and slow wage growth - are finding it a challenge to meet the spending numbers noted as recently as last year.
You've seen them around: those self-checkout stations at grocery stores and pharmacies.
One of the challenges big-name businesses struggle with is making customers feel important.
It may come as a shock to some at this point in the year, but savvy retailers and marketers are already beginning to plan for this year's holiday shopping season.
Mystery shopping has blossomed in recent decades to become a full-blown multi-national business.
Customer service is somewhat of an elusive term, in that almost all companies tout their credentials as being top-tier while not really providing a solid explanation of what they mean by good customer service.