Knowledge

Five (5) Key Considerations for On-The-Spot Rewards Mystery Shopping

by Elaine Buxton

Five (5) Key Considerations for On-the-Spot Rewards Mystery Shopping
On-the-spot rewards are an effective way to encourage employee participation toward attaining specific behaviors. They are especially effective when put into place for a limited time (to maintain excitement) and are simple to understand. Sometimes, revenue-generating behaviors may not seem natural to your team, but a simple suggestion, backed up by an offer to the customer, can increase revenue dramatically. Under the proviso that “what gets measured, gets done”, on-the-spot rewards go a bit further, moving toward, “what gets mentioned, gets sold”.

Customer Satisfaction Research vs. Mystery Shopping: A Dialogue Revisited

by Elaine Buxton

In our current economy, customer retention is at the forefront of good business strategy. Well-run companies know that keeping customers coming back, even in this difficult economic climate, will ensure success down the road. With so many businesses focusing on customer service strategy and so many approaches to customer experience measurement out there, I’m often asked which measurement method works best.

Customer satisfaction research methods include web surveys, phone surveys, Interactive Voice Response (IVR) surveys and the like. Mystery shopping involves sending someone to pose as a customer, interact with products and people at the site, and then report on their observations. Shopper observations are directed by the program’s set up and requirements.