By Ron Welty, Founder & Chief Client Officer
is a great way to gauge customer experience. Shoppers are deployed to objectively evaluate their experience and report their observations. Their feedback is then used to create rewards programs, validate practices, train associates, and improve the customer experience. Simple enough, right?
Mystery shopping done properly is an incredibly effective method to improve customer service programs. When poorly executed, however, mystery shopping programs can fall flat and miss their predicted return on investment. The causes for low-return mystery shop programs aren&rsquo...Read More