TalkShop

Why Mystery Shopping Programs Go Stale

By Ron Welty, Founder & Chief Client Officer Mystery shopping 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...

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IntelliShop ― Named a Best Mystery Shopping Company

By Ron Welty, Founder & Chief Client Officer When it comes to mystery shopping companies, you want to make sure you’re working with a reputable company that is known in the marketplace. Not only is IntelliShop a Better Business Bureau accredited business with an A+ rating, but we’ve also been lucky enough to have the following organizations and websites label IntelliShop “one of the best.” Named a Top Company for Mystery Shopping by Quirk’s Magazine Quirk...

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Does Your Mystery Shopping Company Practice What They Preach?

By Ron Welty, Founder & Chief Client Officer The ultimate goal of a mystery shopping company is to improve customer experience. Consider the irony: While your mystery shopping company may, in fact, help improve the experience of your customers, you, as their customer, have a poor experience working with the mystery shopping company.  A mystery shopping company with a bad customer experience is like a double-edged sword. They preach about the importance of creating good customer experiences, but don’t have a solid mission or strong enough practices to deliver the same excellent experiences to their own customers....

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What You Should Never Do With A Mystery Shopping Report

Mystery shopping is the best way to understand your business from your customers' point of view. It allows you to understand how your customers experience your brand and see your business from all angles. The purpose of a mystery shopping program can range from ensuring your associates are following specific processes, clarifying corporate expectations, and recognizing exceptional performance. What is included in a mystery shopping report? A mystery shopping report is a useful tool to help your business take action and affect change....

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How Frequently Should I Shop My Business?

by Ron Welty, Founder & Chief Client Officer When a small business owner is considering a mystery shopping program, one of the first questions they typically ask themselves is, “how frequently should I mystery shop my business?”.  There is no “one size fits all” answer, and some providers may simply tell you, “more”! We believe that it’s very customer-specific, and depends on a few things. Below are some questions to ask yourself when trying to figure this “number” out. What's your goal? Mystery shopping can be used to...

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