Tag: mystery shopping

In the heart of budget season, many companies agonize over where they will focus limited dollars and also how to justify spends with ROI. For example, social media ROI questions are everywhere. Organizations from retail to food service to financial services invest in Facebook and other social media, and justifiably, they want to quantify what they receive from these efforts. While there is plenty of debate about the best way to measure social media ROI, calculations for mystery shopping ROI are clear. It’s no secret that mystery shops help build and maintain momentum for your sales efforts, however companies need to dig deeper to learn the specific value returned from mystery shopping. In response to this, Confero developed a calculator to help clients determine this.

Would you like to learn more about how to calculate ROI for your telephone mystery shopping or onsite mystery shopping program? Here’s information that you need:

It’s no surprise that organizations that align employee rewards with company goals are higher performing than those that do not. When companies consider incentives for employees, some think outside the box and use a Google-like approach, for example, rewarding employees with free haircuts and gourmet foods. Simple and meaningful options tied to mystery shopping results also motivate employees. A little planning and creativity goes far, however many times managers struggle with ideas for employee recognition and on the spot rewards.

A little over a year ago, we posted some of our favorite employee incentive ideas for mystery shopping programs. As our clients’ programs evolve and we bring on new clients in new industries, we brainstorm ways to reward employees creatively. The key seems to be in reinventing the wheel: Successful companies periodically revamp rewards for excellent mystery shop results. Here are five ways to freshen up your recognition program:

Does your current mystery shopping strategy take into account associates from different generations? Consider this fact: By 2014, millennials will comprise 36% of the workforce. You need to meet the unique needs of your different employee segments to manage effectively, and this millennial group demands attention.

Whether you want to see how well associates greet customers, upsell or resolve a problem, complaint or return; mystery shopping provides unique insights into employee behaviors. How you use this data ultimately determines how valuable the shops are, and reports and insightshelp you nail down key management areas. Here are five tips on using mystery shops to more effectively manage associates:

You may hope that your associates embody your brand, but do you sometimes fear that employees don’t quite measure up to your brand’s image? When you achieve parity between brand and how your employees interact with customers, it pays off. When associates don’t mirror your brand, it costs companies plenty.

Social media customer interactions constantly evolve and serve to build the brand. As an example, 48% of consumers who used social media for customer service indicated that they used it to praise a company for a positive experience. Although social media creates impact, one fact remains the same: retail level associates remain a large part of the brand experience. In increasingly competitive environments with fast service expectations and sweeping technological changes, the store continues to be a mainstay.

We recently saw a communication from one of our grocery store clients. A store manager received his mystery shopping report and reminded his employees, “Remember, exceptional service is our best weapon. WalMart is right across the street!”

In the war among grocery retailers, competition for new customers remains fierce. Grocery consumers remain store-loyal and non-traditional grocery stores continue to enter the grocery playing field. Giants like Wal-Mart and Target add even more intensity to the competitive mix. Given these challenges, it’s no wonder that many grocery store chains have mystery shopping in their arsenal. For some grocery retailers, mystery shops go beyond