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Why Mystery Shopping Is Here to Stay

It should surprise no one that the marketplace is changing rapidly as sales and services move to the Internet.  And with the long, slow decline and consolidation of brick and mortar, one couldn’t be blamed for wondering about how a business could compete in this evolving landscape. As storefronts move…
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Make Your Staff the Difference

Chris Peterson published an article last year titled 7 Reasons Why Traditional Retailers Are Struggling, which covers some of the mistakes retailers are making in the face of online competition.  Number seven on that list, “Associates are treated as an expense … not as a strategic differentiator” is something we’ll expound…
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How to Use Your Mystery Shopping Results

In previous blog entries, we’ve talked about how precise a tool mystery shopping is because it allows a business to target specific initiatives to measure everything from how well the staff is executing to whether the background music is enjoyable at a retail location.  But once you’ve aggregated all that…
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What If My Employee Spots a Shopper?

When I worked in the wireless industry, our parent company used to send mystery shoppers into our stores to measure how well we followed their prescribed customer experience (a literal flowchart we had posted in our backroom), as well as to test our promotion and product knowledge.  We had to…
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