Do you worry about what’s happening at the point of customer contact? Do you worry that you’re not getting the truth filtered up through the organisation? In Mystery Shopping Mastery, real-life practitioner Steven Di Pietro gives you the definitive guide on how to measure customer service and sales.
Steven has been in the mystery shopping industry for over 10 years. He shares real-life examples and strategies to help you understand the full scale of measurement possibilities and choose the best one for your business. In this book, you’ll discover:
How you intentionally and unintentionally get lied to.
The different ways to measure customer service and sales.
How to maximise and measure the ROI of a program.
How to run a best practice mystery shopping program.
How to choose a mystery shopping supplier.
Along the way, Steven also shares some of the crazy things that happen in retail within different industries, so you can learn what to do and what not to do.
Regardless of the size of your organisation, this book is an invaluable resource for retailers, manufacturers, and other research companies.
Do you worry about what’s happening at the point of customer contact? Do you worry that you’re not getting the truth filtered up through the organisation? In Mystery Shopping Mastery, real-life practitioner Steven Di Pietro gives you the definitive guide on how to measure customer service and sales.
Steven has been in the mystery shopping industry for over 10 years. He shares real-life examples and strategies to help you understand the full scale of measurement possibilities and choose the best one for your business. In this book, you’ll discover:
How you intentionally and unintentionally get lied to.
The different ways to measure customer service and sales.
How to maximise and measure the ROI of a program.
How to run a best practice mystery shopping program.
How to choose a mystery shopping supplier.
Along the way, Steven also shares some of the crazy things that happen in retail within different industries, so you can learn what to do and what not to do.
Regardless of the size of your organisation, this book is an invaluable resource for retailers, manufacturers, and other research companies.
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Mystery shopping has been around for a very long time, yet it still mystifies most. This book is written to help take the mystery out of this job and get you started right away. This is a...
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