5 ways to use Mystery Shopping to improve your business
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5 ways to use Mystery Shopping to improve your business: competitor analysis, Review of internal processes and procedures, Evaluate Staff Performance, Evaluating Point of Sale Material and The Retail Store, Review customer brand perceptions
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12 Ways Mystery Shopping Can Improve Service
Mystery Shopping is something very close to my heart.
This audio slideshow presentation shows 12 ways Mystery Shopping can be used to improve service.
Mystery shopping
Mystery shopping provides an unbiased account of customer interactions by having shoppers masquerade as customers to evaluate services. It identifies gaps between a company's service beliefs and the actual customer experience. Mystery shoppers spend time reviewing stores or other locations to identify soft skills and issues among staff, providing feedback to help improve customer service. Their evaluations take 30-45 minutes for small stores or 2-3 days for hotels. Companies find mystery shopping valuable for keeping employees attentive to customer service.
Mystery Shopping: CCD Vs Barista
Mystery shoppers evaluated two coffee stores, Café Coffee Day and Barista Lavazza, based on criteria like store environment, product quality, service, and promotions. Café Coffee Day had a more welcoming environment and convenient location but needed cleaner surroundings. Barista Lavazza had a cleaner exterior but a cramped layout, dull lighting and less fresh food. Both stores could improve customer service, promotions, and addressing weaknesses to better compete with local alternatives.
mystery shopping
Mystery shopping involves using trained individuals to anonymously evaluate customer service by posing as regular customers. It originated in the 1940s when a company first used the term "mystery shopping" and private investigators previously used similar techniques. Mystery shoppers are hired to collect information on store displays, prices, and staff quality. They are trained and use checklists to document their experiences before submitting evaluation reports. The goal is typically to measure service quality but competitors can also be evaluated. Benefits include improving training, focusing on important customer issues, and rewarding good employee behavior. Customer satisfaction is important for customer retention and positive word-of-mouth.
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As part of an assignment for the MA Design, Strategy & Innovation at Brunel University - London, this Design Audit was conducted about Boots Pharmacy by:
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Hui Li
Basic selling skills
Here are some effective ways to respond to compliments:
- Thank the customer sincerely for the feedback. Express genuine appreciation for their perspective.
- Ask a follow up question to better understand what aspects of your company or product they value. This continues the positive discussion.
- Consider sharing a related anecdote or example that illustrates your commitment to meeting customer needs. Keep it brief.
- Redirect the conversation back to understanding the customer's specific requirements and how you may help further. Compliments are opportunities, not ends in themselves.
- Make a mental note of what was complimented so you can reinforce those strengths going forward. Customer feedback helps improve service.
The goal is to acknowledge the compliment
Market research from 4 management perspectives
Whether you're a CEO or HR manager it’s always important to understand your customers.
You must be able to put yourself in their shoes and view your product from their point of view. Market Research helps you to achieve this with real data.
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1 week, 2 weeks, 3 weeks, if it works full-time!!!!
A cost saving solution for your company with peace of mind!
Quality based ISO certified Corporate Telephone Answering Service Solution from €75 per week!
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12 Ways Mystery Shopping Can Improve Service
Mystery Shopping is something very close to my heart.
This audio slideshow presentation shows 12 ways Mystery Shopping can be used to improve service.
Mystery shopping
Mystery shopping provides an unbiased account of customer interactions by having shoppers masquerade as customers to evaluate services. It identifies gaps between a company's service beliefs and the actual customer experience. Mystery shoppers spend time reviewing stores or other locations to identify soft skills and issues among staff, providing feedback to help improve customer service. Their evaluations take 30-45 minutes for small stores or 2-3 days for hotels. Companies find mystery shopping valuable for keeping employees attentive to customer service.
Mystery Shopping: CCD Vs Barista
Mystery shoppers evaluated two coffee stores, Café Coffee Day and Barista Lavazza, based on criteria like store environment, product quality, service, and promotions. Café Coffee Day had a more welcoming environment and convenient location but needed cleaner surroundings. Barista Lavazza had a cleaner exterior but a cramped layout, dull lighting and less fresh food. Both stores could improve customer service, promotions, and addressing weaknesses to better compete with local alternatives.
mystery shopping
Mystery shopping involves using trained individuals to anonymously evaluate customer service by posing as regular customers. It originated in the 1940s when a company first used the term "mystery shopping" and private investigators previously used similar techniques. Mystery shoppers are hired to collect information on store displays, prices, and staff quality. They are trained and use checklists to document their experiences before submitting evaluation reports. The goal is typically to measure service quality but competitors can also be evaluated. Benefits include improving training, focusing on important customer issues, and rewarding good employee behavior. Customer satisfaction is important for customer retention and positive word-of-mouth.
Design Audit - Boots Pharmacy
As part of an assignment for the MA Design, Strategy & Innovation at Brunel University - London, this Design Audit was conducted about Boots Pharmacy by:
Cristina Andrade - Eunsung Kim - Rui Lui - Sami Hmaidan - Jaeho Kim - Tanon Kowongprasert - Yi Fang -
Hui Li
Basic selling skills
Here are some effective ways to respond to compliments:
- Thank the customer sincerely for the feedback. Express genuine appreciation for their perspective.
- Ask a follow up question to better understand what aspects of your company or product they value. This continues the positive discussion.
- Consider sharing a related anecdote or example that illustrates your commitment to meeting customer needs. Keep it brief.
- Redirect the conversation back to understanding the customer's specific requirements and how you may help further. Compliments are opportunities, not ends in themselves.
- Make a mental note of what was complimented so you can reinforce those strengths going forward. Customer feedback helps improve service.
The goal is to acknowledge the compliment
Market research from 4 management perspectives
Whether you're a CEO or HR manager it’s always important to understand your customers.
You must be able to put yourself in their shoes and view your product from their point of view. Market Research helps you to achieve this with real data.
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Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
The Most Inspiring Entrepreneurs to Follow in 2024.pdf
Featured
2024 State of Marketing Report – by Hubspot
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
Everything You Need To Know About ChatGPT
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage Engineerings
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental Health
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
Skeleton Culture Code
Organizational culture includes values, norms, systems, symbols, language, assumptions, beliefs, and habits that influence employee behaviors and how people interpret those behaviors. It is important because culture can help or hinder a company's success. Some key aspects of Netflix's culture that help it achieve results include hiring smartly so every position has stars, focusing on attitude over just aptitude, and having a strict policy against peacocks, whiners, and jerks.
PEPSICO Presentation to CAGNY Conference Feb 2024
PepsiCo provided a safe harbor statement noting that any forward-looking statements are based on currently available information and are subject to risks and uncertainties. It also provided information on non-GAAP measures and directing readers to its website for disclosure and reconciliation. The document then discussed PepsiCo's business overview, including that it is a global beverage and convenient food company with iconic brands, $91 billion in net revenue in 2023, and nearly $14 billion in core operating profit. It operates through a divisional structure with a focus on local consumers.
Content Methodology: A Best Practices Report (Webinar)
This document provides an overview of content methodology best practices. It defines content methodology as establishing objectives, KPIs, and a culture of continuous learning and iteration. An effective methodology focuses on connecting with audiences, creating optimal content, and optimizing processes. It also discusses why a methodology is needed due to the competitive landscape, proliferation of channels, and opportunities for improvement. Components of an effective methodology include defining objectives and KPIs, audience analysis, identifying opportunities, and evaluating resources. The document concludes with recommendations around creating a content plan, testing and optimizing content over 90 days.
How to Prepare For a Successful Job Search for 2024
The document provides guidance on preparing a job search for 2024. It discusses the state of the job market, focusing on growth in AI and healthcare but also continued layoffs. It recommends figuring out what you want to do by researching interests and skills, then conducting informational interviews. The job search should involve building a personal brand on LinkedIn, actively applying to jobs, tailoring resumes and interviews, maintaining job hunting as a habit, and continuing self-improvement. Once hired, the document advises setting new goals and keeping skills and networking active in case of future opportunities.
Social Media Marketing Trends 2024 // The Global Indie Insights
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summary
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
Getting into the tech field. what next
The document provides career advice for getting into the tech field, including:
- Doing projects and internships in college to build a portfolio.
- Learning about different roles and technologies through industry research.
- Contributing to open source projects to build experience and network.
- Developing a personal brand through a website and social media presence.
- Networking through events, communities, and finding a mentor.
- Practicing interviews through mock interviews and whiteboarding coding questions.
Google's Just Not That Into You: Understanding Core Updates & Search Intent
1. Core updates from Google periodically change how its algorithms assess and rank websites and pages. This can impact rankings through shifts in user intent, site quality issues being caught up to, world events influencing queries, and overhauls to search like the E-A-T framework.
2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
3. Responding effectively to core updates requires analyzing "before and after" data to understand changes, identifying new intents or page types, and ensuring content matches appropriate intents across video, images, knowledge graphs and more.
How to have difficult conversations
Stop putting off having difficult conversations. Seven practical tips to ensure your next difficult conversation go smoothly.
Introduction to Data Science
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best Practices
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project management
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
A presentation for absolute beginners who have never touched TikTok and may be a bit scared of it!
Featured (20)
Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage Engineerings
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental Health
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
The six step guide to practical project management
The six step guide to practical project management
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
5 ways to use Mystery Shopping to improve your business
- 1. Mystery Shopping 5 ways to use Mystery Shopping to improve your business
- 2. 5 ways to use Mystery Shopping to improve your business
- 3. 1. Analyse competitors • Mystery shopping your competitors as potential buyers is essential for well established companies. • Get better knowledge of who your nearest competitors are, their pricing structure and their U.S.P. • Identify market niche’s that are not occupied by any of your competitors.
- 4. 2. Review of internal processes and procedures • • • Customer buying experience clearly and objectively defined. Document step by step the process of buying your services /products or seeking customer support. Detect deficiencies and make alterations to your customer care charter to the benefit of your customers.
- 5. 3. Evaluate Staff Performance • Training aid as it will highlight professionalism, helpfulness, integrity, appearance, and knowledge of you team during the buying process. • Buyers not only buy your services/products, they also buy your team and their credibility. • Key information for your Human Resources department about specific employees.
- 6. 4. Evaluating Point of Sale Material and The Retail Store • • Analyse the overall shopping experience Including: – the cleanliness of the “retail store’ – the tidiness of the products displayed – the space allocated to your products in the store – Point of sale merchandise – etc.
- 7. 5. Review customer brand perceptions • • Brands want to be associated with specific values and qualities Review if these feel good factors are perceived by buyers through: – – – – your team Processes products Point of Sale.
- 8. Check our Case Study Visit our website to read our Case Study: http://www.callmanagement.ie/testimonials/case
- 9. Mystery Shopping 5 ways to use Mystery Shopping to improve your business
- 10. Mystery Shopping 5 ways to use Mystery Shopping to improve your business