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Weighing the Pros and Cons of Mystery Shopping During the Holiday Season

By Ron Welty, Founder & Chief Client Officer Between the droves of shoppers and the thrill of the hunt for the best deals, any notion of customer experience can sometimes take a back seat for retailers during the busy holiday season. Because Black Friday and the days leading up to the holidays typically aren’t designed for shoppers to leisurely stroll the aisles, some might say that the customer experience isn’t as easy to prioritize during this time of year. Even if it was, would customers notice the small things store associates do to provide an exceptional...

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Blackout Dates

As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered around a turkey, a fireplace, etc.) and your doors are closed. Mystery shopping programs are often given additional “blackout dates” when evaluations may appear atypical for a number of reasons. Take the recent behemoth shopping day Black Friday for example, which is widely assumed to be a “blackout date” because employees...

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