The mystery shopping toolkit gives you the broad framework you need start positioning the benefits for mystery shopping with your business or organisation.
We are a technology driven risk mitigation company specialized in risks related to corporate integrity and compliance, performance and reputation management. We enable structured intelligence by integrating cognitive technologies in your processes to protect your bottom-line proactively.
The mystery shopping toolkit gives you the broad framework you need start positioning the benefits for mystery shopping with your business or organisation.
We are a technology driven risk mitigation company specialized in risks related to corporate integrity and compliance, performance and reputation management. We enable structured intelligence by integrating cognitive technologies in your processes to protect your bottom-line proactively.
ICC/Decision Services...Beyond Customer Service...What Mystery Shopping Can D...Twig Lane Group, LLC
ICC/Decision Services discuss the many uses for Mystery Shopping-Secret Shopper programs. Often misunderstood due to poor program design and execution, mystery shopping is a powerful tool to measure the customer experience in an obective manner.
Original article from the Flevy business blog can be found here:
http://flevy.com/blog/voice-of-the-customer-internal-and-external/
We should all listen to the Voice of the Customer (VoC) in this customer centric market to improve our business operations. VoC isn’t just for your valued external customers, but also your valued internal customers, your employees or associates.
What is more important than listening to your customer? Without customers there is no operation or business, is there?
When you receive VoC input, review the input and use Pareto’s 80/20 principle to prioritize your VoC replies.
Now, implement these customer ideas, tell your customers and become a better company.
So, what exactly does VoC capture?
Voice of the Customer (VOC)
The needs and wants of your customers
The relative importance of features and benefits associated with your product
The expectations and promises that are both fulfilled and unfulfilled by your product or service
What your customers need for increased satisfaction.
Voice of the Customer is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. Qualtrics VOC is a multi-source information tool that focuses on customer needs, expectations, and product improvement.
In these competitive world, cost to hold a customer is blooming like a sky-rocketing. Increasing customer satisfaction is the only way to hold a customer. Small and Medium business owners should focus on experiencing customers to increase their satisfaction.
Here are the some strong strategies to increase customer satisfaction.
When it comes to monitoring employee behaviors: service and sales behaviors that drive customer experience success, no tool is better suited for that objective than mystery shopping. Mystery shopping programs, when administered in accordance with certain mystery shopping best practices, not only test for the presence of service behaviors, but identify which sales and service behaviors matter most. This post describes best practices in mystery shopping.
ICC/Decision Services...Beyond Customer Service...What Mystery Shopping Can D...Twig Lane Group, LLC
ICC/Decision Services discuss the many uses for Mystery Shopping-Secret Shopper programs. Often misunderstood due to poor program design and execution, mystery shopping is a powerful tool to measure the customer experience in an obective manner.
Original article from the Flevy business blog can be found here:
http://flevy.com/blog/voice-of-the-customer-internal-and-external/
We should all listen to the Voice of the Customer (VoC) in this customer centric market to improve our business operations. VoC isn’t just for your valued external customers, but also your valued internal customers, your employees or associates.
What is more important than listening to your customer? Without customers there is no operation or business, is there?
When you receive VoC input, review the input and use Pareto’s 80/20 principle to prioritize your VoC replies.
Now, implement these customer ideas, tell your customers and become a better company.
So, what exactly does VoC capture?
Voice of the Customer (VOC)
The needs and wants of your customers
The relative importance of features and benefits associated with your product
The expectations and promises that are both fulfilled and unfulfilled by your product or service
What your customers need for increased satisfaction.
Voice of the Customer is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. Qualtrics VOC is a multi-source information tool that focuses on customer needs, expectations, and product improvement.
In these competitive world, cost to hold a customer is blooming like a sky-rocketing. Increasing customer satisfaction is the only way to hold a customer. Small and Medium business owners should focus on experiencing customers to increase their satisfaction.
Here are the some strong strategies to increase customer satisfaction.
When it comes to monitoring employee behaviors: service and sales behaviors that drive customer experience success, no tool is better suited for that objective than mystery shopping. Mystery shopping programs, when administered in accordance with certain mystery shopping best practices, not only test for the presence of service behaviors, but identify which sales and service behaviors matter most. This post describes best practices in mystery shopping.
Accelerate growth through sales!
The Sales Audit powered by Verde Martin is a sales acceleration process that helps small and mid-sized business leaders find new revenues, savings, and efficiencies by maximizing the sales process through our own tested and proven sales audit system.
Not unlike a financial audit measures gaps in financials, we walk businesses through a Sales Audit to measure gaps in your sales process.
It’s no secret that sales make the world go round. Selling drives the economy, feeds growth, and pushes innovation. It’s crucial that your business creates a sales strategy and invests the time to do it well, because sales can make or break your business. You can have the best idea or product in the world, but unless you can sell it, nothing happens.
We will help you identify your unique sales needs and gaps in your current sales process, and then we work with you to design a custom sales program to fill in those gaps and meet the everyday needs of your business, creating an easy-to-follow path to increased sales.
Verde Martin has supported over 100 for-profit and non-profit organizations since starting in 2007 with a proven track record of success.
Once the sales audit process is completed, customers realize an average 30% increase in profits over the duration of a year.
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1830314/96CA67060DE107FBB5BB20AE05F86E56
"Let’s face it, customers don’t care about ""omnichannel"" - they just want a seamless and unified experience relevant to their needs. To meet customer expectations, retailers must consider the entire customer journey in their acquisition and retention strategies to optimize life time value. In this session, we will explore how to use customer journey mapping to design differentiated experiences across all customer-facing channels and share best practices for achieving a truly unified and seamless retail approach.
During this webinar we will discuss:
• The importance of customer journey mapping in today's retail world
• When and how to use customer journey mapping
• Architecting your customer journey map - the structure, data and process "
Referral marketing is the same as helping your business to grow, all by itself. But referrals don't just happen. This presentation explores ways to be better with your referral processes. Presented to Sage Australia/New Zealand at the Partner Insights Summit.
Establishing An Online Presence - Coonamble Shire CouncilAndrew Cavallaro
The following presentation was delivered to businesses within the Coonamble Shire Council region in October 2016. Topics covered included:
- Planning for an online store
- Marketing an e-commerce store
- How to ensure you choose a platform that will best suit your needs
- Defining your target market and understanding what they want from a website
- Understanding the importance of online analytics
Presentation by Mark Michelson on the professional standards and ethics in using mobile devices for qualitative research. Presented at the AQR/QRCA Worldwide Qualitative Conference in Rome, Italy April 2012
Presentation on using mobile for mystery shopping presented by Mark Michelson at the Mystery Shopping Provider's Association European Conference in Sardinia, May 2
As the call for for skilled experts continues to develop, investing in quality education and education from a reputable https://www.safalta.com/online-digital-marketing/best-digital-marketing-institute-in-noida Digital advertising institute in Noida can lead to a a success career on this eve
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
In today's digital world, customers are just a click away. "Grow Your Business Online: Introduction to Digital Marketing" dives into the exciting world of digital marketing, equipping you with the tools and strategies to reach new audiences, expand your reach, and ultimately grow your business.
website = https://digitaldiscovery.institute/
address = C 210 A Industrial Area, Phase 8B, Sahibzada Ajit Singh Nagar, Punjab 140308
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Digital Marketing Training In BangaloreHoney385968
https://nidmindia.com/
Landing page optimization is the strategic process of methodically enhancing the various elements and components of a web page with the primary goal of increasing its effectiveness at converting visitors into leads or customers.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...Martal Group
Learn how your business's online presence affects outbound lead generation and what you can do to improve it with a complimentary 13-Point Trust Element Assessment.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Google Ads Vs Social Media Ads-A comparative analysisakashrawdot
Explore the differences, advantages, and strategies of using Google Ads vs Social Media Ads for online advertising. This presentation will provide insights into how each platform operates, their unique features, and how they can be leveraged to achieve marketing goals.
Mastering Dynamic Web Designing A Comprehensive Guide.pdfIbrandizer
Dynamic Web Designing involves creating interactive and adaptable web pages that respond to user input and change dynamically, enhancing user experience with real-time data, animations, and personalized content tailored to individual preferences.
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
Capstone Project: Luxury Handloom Saree Brand
As part of my college project, I applied my learning in brand strategy to create a comprehensive project for a luxury handloom saree brand. Key aspects of this project included:
- *Competitor Analysis:* Conducted in-depth competitor analysis to identify market position and differentiation opportunities.
- *Target Audience:* Defined and segmented the target audience to tailor brand messages effectively.
- *Brand Strategy:* Developed a detailed brand strategy to enhance market presence and appeal.
- *Brand Perception:* Analyzed and shaped the brand perception to align with luxury and heritage values.
- *Brand Ladder:* Created a brand ladder to outline the brand's core values, benefits, and attributes.
- *Brand Architecture:* Established a cohesive brand architecture to ensure consistency across all brand touchpoints.
This project helped me gain practical experience in brand strategy, from research and analysis to strategic planning and implementation.
This session will aim to comprehensively review the current state of artificial intelligence techniques for emotional recognition and their potential applications in optimizing digital advertising strategies. Key studies developing AI models for multimodal emotion recognition from videos, images, and neurophysiological signals were analyzed to build content for this session. The session delves deeper into the current challenges, opportunities to help realize the full benefits of emotion AI for personalized digital marketing.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Improving the Customer Experience With Mystery Shopping
1. Improving the Customer Experience
With Mystery Shopping
Presented by
Mark Michelson
MSPA Founding President
Chairman of the Global Board
Sofia, Bulgaria
Mystery Shopping Day
28 October 2008
2. Why Customers Leave
• When product pricing and assortment are no longer unique selling
propositions, customer service is often the key to success or
failure.
– Why Customers Leave...
• 69% Poor Service
• 13% Product Dissatisfaction
• 9% Competitive Reasons
• 5% Other Friends
• 3% Move Away
• 1% Die
3. The Value of Mystery Shopping
• Ensure that what happens at the “moment of truth” is what the
company intends to happen
– Covert observations and interactions
– Overt auditing of operations
• Provide early warning system for potential problems
– e.g. Discrimination, theft, product quality issues, etc.
• Monitor brand standards to maintain consistency
• Incentive system for management and staff
– “What gets measured gets done” - Tom Peters
• Provide objective feedback for training purposes
• Competitive evaluations
• Manufacturer promotions
4. Best Uses of Mystery Shopping
• Operations
– Management and store reports
– Training to improve customer service
– Bonus programs
– Loss prevention
– Ensure facilities are in good condition
– Ensure merchandising and products are up to standards
• Marketing
– Reinforce promotions
• Ensure signage is promoting current ad campaigns
• Loyalty programs mentioned
• Increase sales - suggest additional products
– Incentive programs
– Competitive pricing.
5. Mystery Shopping
vs. Marketing Research
• Related and complimentary, but not the same
• Different tools: Compare hammer vs. drill
– Both used in construction, but for different purposes
• Marketing Research:
– Based on customer and prospect opinions/perceptions
– Determine needs/desires and how to fulfill those needs/desires
• Mystery Shopping
– Monitor operations to determine whether the customer
experience is executed as planned by the company.
6. Mystery Shopping Techniques
• In-Person Shops
– Customer service evaluations
– Operational auditing
• Merchandising auditing
• Price auditing
– Incentive based shops
• On-the-spot vs. point based
– Competitive shops
• Integrity shops
– Employee theft - requires PI licensing
• Telephone Shops
– Non-recorded and Audio recorded
• E-commerce shops
• Video shops
7. Improving the Customer Experience
• Satisfaction = Experience > Expectation
• Defining vs. Designing Customer Experiences
– Defining = Quantifying and describing what already exists
– Designing = Creating new experiences based on customer
needs and what can actually be delivered
• How does one design customer experiences?
– Marketing Research to understand customer needs, brand
perceptions and competitive strengths and weaknesses
– Mystery shopping to understand experience through eyes and
ears of the customer
8. The 7 P’s of Improving
Customer Experiences
• Product/Service Delivery - Quality, Quantity, Timing
• People - Service = Helpful & Friendly
• Place - Buying vs. Selling Environment
• Promotions - Creating Expectations - External vs. Internal
• Pricing - Visible, Correct, Easy to Understand
• Positioning - Competitive Strengths/Weaknesses
• Promise Keeping - Brand standards deliver on the promise
9. Product/Service Delivery -
Exceeding Expectations
• Understand what is expected - what is the story?
– How expectations are created - advertising, word of mouth
• Ensure product/service consistency
– Establish standards around measurable specifications
• Quality, Quantity, Timing
– Products in stock when supposed to be in stock
– Service Delivery is more than face-to-face interaction
• Telephone, convenient access
– Create back up plans for delivery failures
• Make sure everyone knows what to do
10. People - Part 1
Understanding Customers
• More than demographics and segmentation
• Anticipating needs
• How does your experience fit into daily rituals and pathways
– Mom & Kids
– Busy / No Time
– Born to shop
– Just killing time
– Men
• Understand each type and have a plan to identify and serve each
11. People - Part 2
Designing Roles for Employees
• Actors on a stage
• Casting Correctly - Hire for the right roles
• Create Scripts - Understand Roles With Job Descriptions
• Provide Proper Props
• Measure What is Expected
• Reward on Performance
12. Place - Creating a Buying
Environment
• “We shape our buildings, then they shape us”
• Winston Churchill
• Looks for best ways to facilitate specific interactions
– Navigation
– Hierarchy of Communications
– KAPOD - Knowledge at Point of Decision
– Customer Consulting
– Payments/Checkout
• Comfort
• Customers can only buy what they can carry
13. Promotions - Creating Expectations
• Defining and creating a compelling reason to buy now
• External -
– Be careful to not promise more than can be delivered
• Advertising - What you say about yourself
• PR - What the press says about you
• Word of Mouth - What your customers and staff say about you
– How are rumors countered by staff at the retail level?
• Internal
– Signage - The true value of a sign
– Sales - Reinforcing the reason to buy now
– Customer Loyalty Programs
• Are loyalty programs being actively promoted?
• Are your customers being treated as though they are valuable?
14. Pricing
• Visible
– Price signage placed near product
– Easy to read
• Correct
– Prices are accurate
• Easy to Understand
– Do the math for the customer
– Not misleading
15. Competitive Positioning
• The value of being Number One
• Competitive Strengths and Weaknesses
• Shopping the competition
• Defining your ranking
16. Promise Keeping
• Branding is more than signs
– More than image and identity
– Branding is the customer experience with your company
• Delivering on brand standards
– What does your brand stand for?
• Value? Quality? Reliability? Protection?
– Meeting and exceeding expectations
– There are no ordinary moments
– Celebrating winning moments and the people who create them
– How do your salespeople bring your brand to life?
• What words and phrases do they use to describe your brand?
• What do they say about competitive brands?
• Are they consistently promoting your business in a positive manner?
17. Making the Most of
Your Mystery Shopping
• Engage staff in development of your program
– Ask them what should be measured, and how they should be
rewarded.
• Be transparent
– Promote the mystery shopping program at frontline level
• Reward positive behavior
– Instant rewards for individuals, cumulative scores for stores and
management
• Keep it Simple
– Set reward standards around 4 or 5 key issues/phrases
• Publish results
– Rewards can be more than monetary, recognition is critical
19. Improving the Customer Experience
With Mystery Shopping
Presented by
Mark Michelson
MSPA Founding President
Chairman of the Global Board
Sofia, Bulgaria
Mystery Shopping Day
28 October 2008