Emerging Generation in the Global Marketplace

It’s no secret that in order to remain commercially relevant, businesses need to remain in touch with each emerging generation in the global marketplace. The Millennials and generation Z are next in line, and they are expected to outspend the Baby Boomers by 2018. Connecting with these generations requires awareness, intelligence, and cutting-edge market research … Continued

Manufacturers Can Evaluate Retail Branding Strategy and Increase Sales With Secret Shop Programs

Manufacturers Can Evaluate Retail Branding Strategy and Increase Sales With Secret Shop Programs Interview with a market research firm on manufacturer effectiveness with education and incentive programs for sales representatives at the retail level. For several years, we’ve worked closely with a prominent market research firm that is using mystery shopping to evaluate the share … Continued

Secret Shops Help Entertainment Destination Train and Reward Large Staff

Fair Oaks Farms is the largest Agritourism destination in America with a half-million visitors annually coming to enjoy dairy, pig, and craft adventures. Entertainment and experiential destinations must keep many aspects of “visitor experience” in tip-top shape to remain competitive. Jamie Miller, Attractions GM for Fair Oaks Farms spoke to us about how an Agritourism … Continued

Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters

Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters A blog share by Bruce Jones, Senior Programming Director, Disney Institute There is so much that makes up the customer experience. Service leaders like Amazon and Metro Bank London have several things in common. Topping that list is… Make it easy for customers to … Continued

Growing your share of brick-and-mortar business in an online world

A conversation with a successful community bank Consumers are increasingly going for online and mobile versus brick-and-mortar when it comes to purchases and services. However, there are some situations when meeting with a person in a physical location is necessary. Banking is one of those competitive services that must offer excellence online and in-person. According … Continued

Respond to Social Media Reviews With Social Media Tracker

How Social Media Tracker Works Charles Stiles, President of Mystery Shopper Services, has been testing a new service to help businesses protect their brand and reputation online with one easy app. He says, “The Social Media Tracker empowers businesses to manage their brand and reputation online by quickly responding to social media comments, positive or … Continued

What we learned in 2016, and how we plan to turn it into helpful actions in 2017

By Charles Stiles and Carl Phillips Together, we have over forty years of experience with mystery shopping, customer service, and running retail spaces. The methods for connecting with customers have quadrupled, even over the last couple of years. However, people, in general, seem more and more disconnected. Everyone wants service faster, and they want someone … Continued

Evaluate secret shop outcomes at-a-glance monthly

The excel report shows each location and their overall scores.   Each report depicts scores from the most recent period and year-to-date. Custom views with specific information desired can also be crafted, monthly, weekly, or even daily.   With log-in access, you can view and create your reports from the issdirector.com   Here’s a couple examples … Continued