TalkShop

Rogue Mystery Shoppers

Many companies choose to employ mystery shoppers and mystery shopping companies to ensure their employees are offering the best and most reliable service they can.  Firms improve the customer service they offer, shoppers earn money, and sometimes employees even receive bonuses based on their performance with these secret shoppers. Sometimes, however, this system works in a different way.  Occasionally, the mystery shopper is not contracted by a mystery shopping firm or even the business entity itself. These shoppers can be self-driven, media-related, or even government-employed. Apple Inc. is known for their brand image and well-constructed products.  Apple...

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No Roses on Valentine’s Day

We have a little flower shop here in Perrysburg.  It's a block from my house, and I buy a lot of flowers and other stuff there.  For the past several years on Valentine's Day, I walk in and buy a dozen roses for my lovely wife Lori.  This year, when I arrived mid-afternoon and asked for a dozen roses, I was told by the lady who's always there, "We're all out" (I think she may own it; she's usually there when I go in, but she's never tried to build any...

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Ron Welty elected Vice President of Mystery Shopping Providers Association Board of Directors

Perrysburg, OH– Ron Welty, president of IntelliShop, a national mystery shopping and customer experience measurement firm, has been elected vice president of the board of directors for the Mystery Shopping Providers Association (MSPA). The MSPA is the largest professional trade association dedicated to improving service quality, with over 400 member companies worldwide. “I am really honored to continue my service on the MSPA board of directors, and to be elected vice president,” said Welty. “This is an exciting year for MSPA.  Business for our member companies is bouncing back very strongly, with clients seeking every advantage...

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That’s Just The Way It Is

Bruce Hornsby famously sang, “That’s just the way it is. Some things will never change.” A younger generation of readers will recall those lyrics as they were sampled by 2pac some years ago, and the words are no less relevant now. Dr. Chip Bell, an expert consultant on customer loyalty, has said that after a person is employed for about ninety days, he becomes blind to the details that his customers see. This accurately defines one primary function of mystery shoppers, but it also points out a risk that even mystery shoppers face. When we become...

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Thieves In Florida Provide A Better Customer Experience

An article in this week's Time Magazine describes how thieves are using more sophisticated techniques and technology for identity theft.  They steal ATM account numbers and PIN codes, then create new ATM cards and withdraw thousands of dollars from customers' accounts in a short amount of time.  Amazing, next-level thievery that we should all be careful to prevent (hint: use one hand to hide the other while entering your PIN). The thing from this article that stuck with me, though, is that one set...

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