Three core activities for changing behavior are mystery shopping, training, and social media. Data from these activities is analyzed to identify key issues, correlations with performance metrics like sales, and the effect of service on customer mood. Changes are implemented through benchmarking, coaching and mentoring programs, rewards linked to mystery shopping scores, training managers to use results, and operational changes informed by the analysis. The complete picture shows how these various tools work together to drive behavior change.
The most successful retailers are those who are embracing change by continuously offering customers a more compelling shopping experience through new store types, new products and better value. To effectively deliver this enhanced value, retailers must implement strategies that increase efficiency and reduce costs in the sourcing of products.
The most successful retailers are those who are embracing change by continuously offering customers a more compelling shopping experience through new store types, new products and better value. To effectively deliver this enhanced value, retailers must implement strategies that increase efficiency and reduce costs in the sourcing of products.
Georgea Frank-Tann talks about the digital marketing model versus the traditional marketing model. Harnessing the power of digital marketing, continuous evaluation, and optimisation. How digital analytics can inform campaign decisions and drive ROI.
October 20, 2010 Santa Clara University Leavey School of Business speaker slides for the Mktg 551 MBA course, presented for discussion with Professor Ravi Shanmugam's class.
Every Marketer’s Imperatives! • Relevancy and readiness • Customer understanding • Customer experience and relationship • Be ready when the customer is ready • Master especially the internet & mobile channel
To download visit:
blog.cequitysolutions.com and www.cequitysolutions.com
Marketing science at Dell: modeling investment trade-offs; George Sadler, Director, Social Media & Marketing Insights; Mu Sigma Customer Summit 2012, Half Moon Bay, CA, February 27, 2012
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
Georgea Frank-Tann talks about the digital marketing model versus the traditional marketing model. Harnessing the power of digital marketing, continuous evaluation, and optimisation. How digital analytics can inform campaign decisions and drive ROI.
October 20, 2010 Santa Clara University Leavey School of Business speaker slides for the Mktg 551 MBA course, presented for discussion with Professor Ravi Shanmugam's class.
Every Marketer’s Imperatives! • Relevancy and readiness • Customer understanding • Customer experience and relationship • Be ready when the customer is ready • Master especially the internet & mobile channel
To download visit:
blog.cequitysolutions.com and www.cequitysolutions.com
Marketing science at Dell: modeling investment trade-offs; George Sadler, Director, Social Media & Marketing Insights; Mu Sigma Customer Summit 2012, Half Moon Bay, CA, February 27, 2012
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
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.
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.
Presentation on using mobile for mystery shopping presented by Mark Michelson at the Mystery Shopping Provider's Association European Conference in Sardinia, May 2
BestMark has been in business for over 26 years and has all types of assignments (auditing, mystery shopping, exit interviews) across many industries, ranging from retail to automotive to restaurants and more!
Here is an informational video about how you can start saving and earning with BestMark's Automotive Research Study Program:
Copy & Paste into browser: www.youtube.com/watch?v=ys6rsbTowXw
Hello, I am sending you this presentation because I thought this opportunity is something that you would like to try! I currently conduct mystery shopping with an industry-leading company called BestMark, and enjoy the assignments they provide... and the free services and extra cash is definitely a plus!
It's free to sign up as a BestMark shopper and you are able to view the opportunities in your area as soon as you are hired into the system. The best part is that I get to provide feedback about the experiences I have at local businesses and I get paid for it!
Here is a link to their free application:
Copy & Paste into browser: https://apply.bestmark.com/?r=KY12785
Let me know if you have any questions!
---Hassan Crawford
(513)492-1049
he4less@gmail.com
De NPS branchemonitor is de kwartaalijkse NPS benchmarkt van Store Support. De branches travel, retail en automotive worden hierbij doorlopend gemeten. Meer informatie vind je op www.storesupport.nl/npsbranchemonitor
We will examine how to create a cost benefit analysis document that clarifies your customer’s problem, explains your intended solution, and details the work required. We will break down costs of the current state and future state compared to forecasted benefits to show payback of the solution over time. This session will guide you through a simple process to help you understand how to calculate and communicate the business value of your SharePoint solutions.
Een presentatie van Laurent Coenca van Logica, over Innovative campaign management tijdens de Applied Customer Insight (ACI) netwerksessie op 13 maart 2012 in Amstelveen
Value is what most things in business are about. And in #Marketing Operations, best-practice companies are reaping higher value as they evolve toward a more sophisticated scope for what Marketing Ops (MO) entails.
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
The first in the Webinar Series for Mystery Shopping Providers Association Members.
This Webinar focuses on how to create efficient questionnaires and great guidelines. We also share some of the pitfalls to avoid.
How to Monitor Social Networks. For organisations to hear customers. Often organisations make feeble attempts to have a dialogue with customers through social networks. The problem is that customers and consumers just transmit wherever they like. So how do you find the conversations?
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
4. A combined picture
Mystery Shopping Training Social media Dashboard
Social media
Telephone Skills attainment Complaints
Monitor
Conference
In-Store Mystery Shopping
keynotes
Franchisee Completion Rates Staff Survey
Measurement
Internet Staff Engagement Franchisee survey
Clients Sales Metrics
Customer
Customer survey
Engagement
Mystery Shopping Review Effect of Service on
Customer Mood
correlations Effectiveness Sales
Analysis Key operational
Interrelationships
issues
Key personnel
Benchmarks
issues
Feedback loop to
Benchmarking Engagement Rewards
Mystery Shopping
Workshops Face- Operational
Rewards program Priority Setting
to-Face solutions
Coaching and
Workshops On-Line KPI setting
Change Mentoring
mechanism
Training Managers
Mentoring
to use the results
Operational
Newsletter
changes
5. Mystery Shopping Training Social media Dashboard
Social media
Telephone Skills attainment Complaints
Monitor
Conference
In-Store Mystery Shopping
keynotes
Franchisee Completion Rates Staff Survey
Measurement
Internet Staff Engagement Franchisee survey
Clients Sales Metrics
Customer
Customer survey
Engagement
Mystery Shopping Review Effect of Service on
correlations
Key operational
Effectiveness
Focusing on
Customer Mood
Sales
Analysis
issues
Key personnel
Mystery Shopping Interrelationships
Benchmarks
issues
Feedback loop to
Benchmarking Engagement Rewards
Mystery Shopping
Workshops Face- Operational
Rewards program Priority Setting
to-Face solutions
Coaching and
Workshops On-Line KPI setting
Change Mentoring
mechanism
Training Managers
Mentoring
to use the results
Operational
Newsletter
changes
6. Mystery Shopping
Purpose
Educational? - find out what’s going on
General? - as a management tool
Strategic? - to implement a strategic
imperative such as cross-
selling.
7. Analysis
• Identify people issues
• Identify any operational issues
• Identify links to performance (sales)
8. Identify People Issues
• Performance by Region - management
issues
• Performance by Store - rewards
9. Analysis
• Identify people issues
• Identify any operational issues
• Identify links to performance (sales)
10. Identify Operational
Issues
• Performance over
time
• Performance at
different trading
times
(e.g. am v pm)
• System-wide issues -
e.g. delivery time,
11. Analysis
• Identify people issues
• Identify any operational issues
• Identify links to performance (sales)
12. Identify links to
performance
• Correlate Mystery Shop
scores to Customer
Satisfaction
• Correlate Mystery Shop
scores to Sales
13. Effect on Sales
Correlate Mystery Shop results to Sales
100%
Use to communicate
service message to
Mystery Shop Score
75%
staff
50%
25% Understand financial
impact on non-
0%
90 105 120 135 150 compliance
$ Sales
14. Action -
Change Mechanisms
1. Benchmarking
2. Coaching and Mentoring
3. Rewards program
4. Training managers to use results
5. Operational changes
15. 1) Benchmarking
• Set ‘appropriate targets’ based on past
performance and financial imperative.
• May have different benchmarks for different
people. e.g. stores only benchmarked on
‘their’ controllable areas whereas
companywide benchmarks include
everything.
• Utilise Mystery Shopping industry
comparisons.
16. 2) Rewards program
• Financial and non-financial.
• Link Mystery Shop scores to rewards.
• Consider fulfilling rewards externally for
independence.
• Fulfil non-financial rewards internally (e.g.
personal letters of thanks).
17. 3) Coaching
• Specific action plans based on
results.
• Specific action plans for high
performers.
• External phone coaching for
independence, and to ensure the
coaching is implemented.
• Coaching program for Regional
18. 4) Mentoring
• Mentor poor performers by becoming more
prescriptive.
• Consider external mentors:
1) Non-competitive
2) Ensure follow through
19. 5) Implement
Operational Changes
• Changes to policies and procedures which
impact on operations e.g.:
• Queuing times (lines)
• Product availability
• Ticketing
• Training
20. The complete picture of how we change behaviour
Mystery Shopping Training Social media Dashboard
Social media
Telephone Skills attainment Complaints
Monitor
Conference
In-Store Mystery Shopping
keynotes
Franchisee Completion Rates Staff Survey
Measurement
Internet Staff Engagement Franchisee survey
Clients Sales Metrics
Customer
Customer survey
Engagement
Mystery Shopping Review Effect of Service on
Customer Mood
correlations Effectiveness Sales
Analysis Key operational
Interrelationships
issues
Key personnel
Benchmarks
issues
Feedback loop to
Benchmarking Engagement Rewards
Mystery Shopping
Workshops Face- Operational
Rewards program Priority Setting
to-Face solutions
Coaching and
Workshops On-Line KPI setting
Change Mentoring
mechanism
Training Managers
Mentoring
to use the results
Operational
Newsletter
changes
21. Summary
• Measurement in itself ‘can’ lead to change.
• Measurement with action ‘will’ lead to
change.
22. www.servicewithpurpose.net www.serviceintegrity.com.au
Steven Di Pietro
sdipietro@serviceintegrity.com.au Mystery Shopping
or
steven@dipietro.com.au Personal