26 to 1. It’s a ratio you’ll want to pay attention to. According to the White House Office of Consumer Affairs, 26 customers will stay silent about their concerns while just one complains. That means you’re likely losing customers who never reach out to you for a conversation. Instead they may simply move on…to your […]
As a thought leader in the online shipping space, Shoppers’ View has been using our dynamic reporting system and trained mystery shoppers to: Order products online Track delivery Leave details on packaging Initiate and complete a return
If you’re shipping to online customers, you understand the importance—and magnitude—of the shipping experience. While you want clients to click and buy with convenience, not worrying about the shipping process, your company conversely wants to manage every aspect of the shipping experience, so that it appears seamless and positive to the customer…and keeps them coming […]
Every so often, we get asked about scammers in our industry. The good news is: most of the shopping programs are NOT scams, but we would like to share with you how to avoid a scam and be a real mystery shopper! Unfortunately, scams disguised as mystery shopping are out there. Shoppers’ View wants to […]
Did you know? Hidden video mystery shopping and telephone mystery shopping are legal in most U.S. states, thanks to one-party consent laws for video and phone recording. If you’re looking for customer experience research in one of the two-party consent states below, you may want to consider other options for strategic results.
If you’re not convinced that phone calls matter to your business, check out our recent post, Can Answering the Phone the Right Way Earn You $$$? If you’re already thinking about upping your company’s phone game, read on. These five work hacks will get you off and running in the right direction. 1. Get your […]
Here’s a secret: One of our clients, on average, makes $800 per phone call. Yes, that’s $800 attributed to one phone conversation. How do they do it? For this particular client, we’ve calculated that if someone’s incoming call is handled properly on their first contact to their company, it equates to eight Benjamins in the bank. […]
One common misperception about mystery shopping is that the shoppers providing insights somehow aren’t “real.” Companies fear that the shoppers they work with will not be representative of the shoppers they currently attract, nor those they hope to attract in the future. And it’s a fair criticism…of some mystery shopping programs.
We’re confident that customer experience strategy (aka mystery shopping) gets results. But we’re not a “set it and forget it” industry. The dedicated team at Shoppers’ View is ready to hone your strategy for optimal results. If you are currently employing mystery shopping, here’s a checklist to ensure you’re getting the most out of your mystery shopping […]
What makes a mystery shopping campaign “sticky”—bringing tangible results to your company through methods that have staying power? It’s simple, but it’s also easy to miss. Your mystery shopping program has to be a great fit with your corporation: your culture, your people, your values, your brand. From your program set-up to post-program strategy, your mystery shopping campaign needs […]