TalkShop

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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Hiring Associates with Customer Experience in Mind

By Ron Welty, Founder & Chief Client Officer Customer experience is not a “job responsibility” that’s limited to one person or even one department. It’s important to get every associate—from the frontlines to non-customer-facing positions—on board with your brand’s standards for customer experience. In fact, research by Deloitte found that customer-centric companies are 60 percent more profitable compared to companies that aren’t focused on the customer.  ...

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Creating Buyer Personas to Improve Customer Experience

By Ron Welty, Founder & Chief Client Officer Meet Michael. Michael is a senior sales manager for a national brand. He’s in his mid-40s, holds an MBA, and has been with his current company for over 10 years. With so many associates to keep track of—not to mention his own goals to meet—Michael wants to find a way to recognize his top performers across the country. He’s invested in a few performance tracking programs over the past few years but hasn’t found one that’s manageable in his already-busy...

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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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