Blogs & Insight
Discover the latest thought leadership from the worlds of mystery shopping and reputation management
Video mystery shopping – are you using it correctly?
I have a bit of a love-hate relationship with video mystery shopping. On one hand, it is probably the most detailed mystery shopping methodology available. You can see exactly what happened, hear the language used, watch how the interaction developed and pick up behaviours that would be very difficult for a shopper to remember accurately afterwards. That makes it incredibly powerful. It also makes it incredibly easy to overdo. A large video programme can generate
5 ways mystery shopping can improve customer experience and business performance
Five practical ways business-focused mystery shopping reveals missed opportunities, operational friction and behaviours teams can act on.
You’re doing your mystery shopping all wrong
Why Silent Customer is changing the traditional mystery shopping model I’ve been on a bit of a journey over the last 18-odd years of my career. Like most people in market research, I didn’t exactly choose it as a career path; it kind of found me. Market research as a whole is going through a pretty significant period of change. I won’t use the word that starts with A and ends in I too much,
Is your customer proposition really showing up in the customer experience?
Your ideal customer journey might be completely clear at head office. But is that what the customer actually experiences? The proposition and journey may be designed centrally, but the experience certainly isn’t. That gets created moment by moment, across channels, through processes and through people. And customers have an inconvenient habit of not following the neat journeys we design for them. They browse online, check availability, visit a store, ask for advice, order something for
The showroom looks great. But is the network keeping up?
Automotive brands put a huge amount of work into designing the right customer experience. The showroom looks sharp. The lighting is right. The signage is in place. The latest campaign is on display. The customer submits an online enquiry. So far, so good. Then nobody calls them back. Or they do, but ask the customer to repeat everything they have already entered online. Or the customer arrives at the dealership and nobody appears to know they
A Dry Cappuccino – A Lesson in Customer Loyalty
A Dry Cappuccino – a Lesson in Customer Loyalty “What on earth is a dry cappuccino?” my husband asked as I was telling him this story. Well… it’s what we used to call a cappuccino. These days, if you simply ask for a cappuccino, you often get what is basically a café latte with a bit of foam on top. And while we’re on the subject, a lady came into the coffee shop and asked
