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 to Ensure Your Customer Experience Aligns with Your Brand Promise

by Ron Welty, Founder & Chief Client Officer “Talk the talk, walk the walk” is more than an old cliché; it’s actually a great benchmark for creating and/or reviewing your brand promise. Your brand should communicate the promise you make to your customers. It’s not just a catchy slogan or selling proposition. It should exist in the minds of your customers and align with how they experience your brand. Customer experience, then, is how you deliver on your brand promise. It’s important to understand how to set yourself up for...

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How to Develop a Customer-Centric Culture in your Organization

by Ron Welty, Founder & Chief Client Officer What makes for a great customer experience? It’s not simply the first person a customer sees when they enter a store or the associate who answers the phone. Customer experience touches every facet of an organization, from marketing and sales to product development and especially frontline associates that interact with customers every day. Some of the world’s greatest companies understand a customer-centric culture must be exemplified by every member of an organization. Research by

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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Best Practices for Improving Customer Experience Through Social Media

by Ron Welty, Founder & Chief Client Officer Social media sites like Facebook, Twitter, and Instagram have evolved to become strong marketing, advertising, and customer service channels for businesses in every industry. Social media is typically one of the first channels customers go to when they are seeking advice or need to communicate with a brand. According to a J.D. Power survey, 67 percent of customers have used social media to resolve their customer service issues. Improving your brand’s social media strategy can help take your customer experience to...

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