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 comfortable with our surroundings and the processes we go through, we fail to see where there is room for improvement. Businesses may miss simple ways in which they can improve the overall customer experience. That is one reason they will engage the services of a mystery shopping provider. Mystery shoppers can offer a fresh perspective and discover ways that the customer’s experience can be improved.
But be careful: many mystery shoppers take on a great number of assignments and repeat similar “shops” often. The risk with this approach is that they will simply complete assignment quickly without giving the full experience their undivided and focused attention. One way to prevent this and ensure a focused, meaningful evaluation every time is to frequently rotate mystery shoppers. IntelliShop’s Field Staff Coordinators (or Schedulers) strive to send a fresh pair of eyes almost every time a mystery shopper is sent on an assignment, especially when locations are visited frequently such as multiple times each month.
Customer Experience Matters Even More Now: 6 Steps to Make it Work
I called a popular restaurant in Chicago today, to make a reservation for dinner during my family’s annual trip there, coming up in December (we’re very much hoping to still do it this year). The person who answered responded with, “We’re not taking reservations for then yet...
Is Mystery Shopping About To Get Less…Mysterious?
IntelliShop, the Perrysburg, Ohio, company known for its roster of 1 million-plus mystery shoppers with clients in industries like health care, banking, restaurants, real estate, museums and more, is rolling out a new Brand Standards and Compliance division. Among its focuses –...
One of the Best
IntelliShop does a wonderful job handling all of our needs. I'm glad they look after FCA's account! They are one of the best vendors that we work with.