TalkShop

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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Jump Start 2011 Sales & Staff Motivation

Want an easy way to jump-start your sales in 2011, while at the same time helping your associates and managers avoid or get out of the post-holiday blahs?  Run an upsell contest and reward your star performers.  Studies have shown that uspell contests measured using active mystery shopping programs can improve upsell percentages as much as 50% in a very short period of time.  Whether you have stores, restaurants, branches, call centers, or other types of locations, you can use such programs to jump start sales this year, and also get your frontline people fired up and motivated. ...

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Customer Service Opportunities Are Everywhere

How many opportunities for providing good customer service are there in one simple store visit?  My wife Lori visited the local store of a national warehouse chain today, one she goes to often, and that she usually has a good experience at.  Today…not so much.  Among the things she wanted to buy (in addition to some garden hose, a 52” flat-screen TV, and a donkey cage – you really can get everything at these places!), was a rotisserie chicken for dinner; people around here rave about this store’s rotisserie chickens. When she saw...

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