It costs twenty times more to attract a new customer than it does to keep an existing one. Each year millions of dollars are spent on advertising and marketing to attract new customers. And whether or not these products and services actually get sold depends on how they're presented on the front line.
In today's marketplace, with increased competition, customers often look to other companies when they are not satisfied.
The leading cause of dissatisfaction
How can the leading companies of tomorrow
The best way to measure a service experience is to use
Michelson & Associates, Inc. custom designs shopping programs based on each client's specific training program. Mystery Shopping can be used as a marketing and training tool to help ensure that a company's service and operational objectives are being carried out on the front line. Many companies use Mystery Shopping to award incentives in conjunction with their marketing program to increase the effectiveness of a sale.
When an incentive is offered for meeting several basic objectives, a Mystery Shopping program can be a powerful tool for motivating sales and service people. The criteria for getting an award should be based on meeting several basic customer service or sales objectives. When an employee meets these service or sales objectives, our field representatives will identify themselves and present an on-the-spot award.
For best results, management and employees should know they're going to be evaluated by a mystery shopper, but they shouldn't know who the shopper is or when they will be shopped. This helps to ensure that each prospect and visitor will receive prompt and friendly service -- which should lead to more satisfied customers and repeat business.
We tabulate all data and present results in easy to read graphs for every project. We can also produce customized reports for each market, region, division, quarterly trend and/or total overall performance.
With Michelson & Associates, Inc. your Mystery Shopping project will be carried out in a timely manner. Our worldwide network of shoppers allows us to tackle all kinds of Mystery Shopping projects around the globe.