Video Mystery Shopping is a specialist market research technique using trained Mystery Shoppers equipped with hidden camera equipment to assess the experience of company’s products and services.
Mystery shoppers pose as normal customers to perform specific tasks such as purchasing a product, asking questions or to make a complaint. For Video Mystery Shopping to work effectively it is essential that they are trained video mystery shoppers and they are fully prepared and briefed on the projects business objectives. It is also crucial that quality covert recording equipment is used to avoid poor visual and sound recordings.
Video Mystery Shopping is a very powerful method of accurately recording what is happening within an organisation. It follows an agreed scenario to measure the performance of the business. Video Mystery Shopping covers aspects such as business compliance, sales and service as well as business performance, where it is tested against the measures set by the organisation or company.
This type of marketing research can take your business to new levels of success. There are several Mystery Shopping companies that offer Video Mystery Shopping. One of the most notable providers of Video Mystery Shopping is Retail Active. Their approach and purpose is to work with you to identify the key criteria important to your customers. Retail Active seek to help convert your customers into promoters of your business, sighting that measuring key aspects such as your ‘Lost Opportunity Cost’ and ‘Net Promoter Score’ which will help towards achieving your goals.
You may choose to use video footage as part of a training and coaching toolkit. Retail Active are winners of the National Training Award and are one of a very few companies in the UK that have won this prestigious accolade.
Video Mystery Shopping programmes make a significant and positive impact to company and staff morale. They also give you the opportunity to see the strategic opportunities to sell your products and services.
Retail Active are experts in Video Mystery Shopping services. They will give you the tools and support to make a meaningful and lasting difference to your business.
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413. Make the Retail Active advantage your advantage!
Thursday, 20 November 2008
Friday, 14 November 2008
Mystery Dining
Mystery Dining is a service that is available to all hospitality companies such as restaurants and hotels who want to achieve the best quality of service available for their guests. The hospitality industry depends on the customer’s satisfaction in order to succeed. This is never more true than when the establishment is a restaurant or a hotel catered towards dining. The most important job of all is to make sure that their customers are getting the best service, therefore resulting in more business. Many guests use these restaurants and hotels for personal use as well as business use, so it is important that they are given the best service possible.
In today’s world it is very important for these restaurants and hotels to provide outstanding customer service to their clients as well as providing good food and excellent venues.
With a Mystery Dinning programme, you need to ensure that you get the best Mystery Diners available who will rate or score a number of areas, from how the food was presented to the cleanliness and upkeep of the venue. With so much to lose, it is important for you to find out any areas that need improving to enable you to act on it straight away. By introducing a Mystery Dining Programme, you will be able to achieve your biggest and most important goal of all. Not only will you be able to give the best service but you will be able to set yourselves apart from your competitors.
This is the reason why so many restaurants and hotels are hiring companies like Retail Active to provide a Mystery Dining Service to all clients. Retail Active are experts in delivering Mystery Dining programmes for hospitality and leisure businesses. Unlike other companies they can add real support in this sector because they have spent their life working it, they know food & beverage business inside out!
The Retail Active mystery dining team (aka Mystery Diners or Mystery Shoppers) evaluate staff on customer service skills and knowledge. Once the visit has been completed they give you detailed reports and solutions either monthly or quarterly, so you can keep up to date with how your staff are treating your valued customers. Apparently the Retail Active mystery dining reporting systems are the most advanced available and enables you to drill down detailed and objective levels of information, regardless of how complex the programme criteria.
Mystery Dining can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Mystery Dining company is essential and really can take your business to the next level of success.
Retail Active are the only Mystery Dining Company in the UK to have won the National Training Awards, they offer a risk free trial and quality guarantee. More information is available about their services at www.retailactive.com or call Retail Active on 01235 438413 to find out about a Mystery Dining Programme for your business and reap the rewards.
In today’s world it is very important for these restaurants and hotels to provide outstanding customer service to their clients as well as providing good food and excellent venues.
With a Mystery Dinning programme, you need to ensure that you get the best Mystery Diners available who will rate or score a number of areas, from how the food was presented to the cleanliness and upkeep of the venue. With so much to lose, it is important for you to find out any areas that need improving to enable you to act on it straight away. By introducing a Mystery Dining Programme, you will be able to achieve your biggest and most important goal of all. Not only will you be able to give the best service but you will be able to set yourselves apart from your competitors.
This is the reason why so many restaurants and hotels are hiring companies like Retail Active to provide a Mystery Dining Service to all clients. Retail Active are experts in delivering Mystery Dining programmes for hospitality and leisure businesses. Unlike other companies they can add real support in this sector because they have spent their life working it, they know food & beverage business inside out!
The Retail Active mystery dining team (aka Mystery Diners or Mystery Shoppers) evaluate staff on customer service skills and knowledge. Once the visit has been completed they give you detailed reports and solutions either monthly or quarterly, so you can keep up to date with how your staff are treating your valued customers. Apparently the Retail Active mystery dining reporting systems are the most advanced available and enables you to drill down detailed and objective levels of information, regardless of how complex the programme criteria.
Mystery Dining can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Mystery Dining company is essential and really can take your business to the next level of success.
Retail Active are the only Mystery Dining Company in the UK to have won the National Training Awards, they offer a risk free trial and quality guarantee. More information is available about their services at www.retailactive.com or call Retail Active on 01235 438413 to find out about a Mystery Dining Programme for your business and reap the rewards.
Friday, 7 November 2008
Repeat Customers Spend 33% More Than New Customers
A customer research company has recently published findings that suggest repeat customers spend on average 33% more than new customers. Another key result from the survey is that referrals among repeat customers are 107% greater than non-customers.
The two facts combined reaffirm the long held view that operating a strategic customer retention plan is essential for business success. Developing your customer loyalty is a key part of any sales growth plan, especially as it can cost as much to gain ONE new client as to keep FIVE existing ones.
Building your customers advocacy is crucial especially when you look at the way businesses can lose customers. Incredibly 68% of customers leave because of what they perceive as indifference from the service provider. This level of indifference makes them feel unappreciated and taken for granted.
14% leave because of dissatisfaction with the current service and/or product
9% leave because of a better product/service or price
5% follow a friend's advice, these customers are passive and have been persuaded by a detractor.
3% move away from the area
1% of customers die
Retail Active the agency who compiled the survey information specialise in Mystery Shopping and Compliance Auditing.
Julian Chamberlain, Managing Director of Retail Active commented, ‘Before any company considers spending valuable time and money attracting new customers, they should consider these statistics. It is striking that even in such a tough economic climate loyal customers are still prepared to spend much more than those new to your business proposition.’
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413.
The two facts combined reaffirm the long held view that operating a strategic customer retention plan is essential for business success. Developing your customer loyalty is a key part of any sales growth plan, especially as it can cost as much to gain ONE new client as to keep FIVE existing ones.
Building your customers advocacy is crucial especially when you look at the way businesses can lose customers. Incredibly 68% of customers leave because of what they perceive as indifference from the service provider. This level of indifference makes them feel unappreciated and taken for granted.
14% leave because of dissatisfaction with the current service and/or product
9% leave because of a better product/service or price
5% follow a friend's advice, these customers are passive and have been persuaded by a detractor.
3% move away from the area
1% of customers die
Retail Active the agency who compiled the survey information specialise in Mystery Shopping and Compliance Auditing.
Julian Chamberlain, Managing Director of Retail Active commented, ‘Before any company considers spending valuable time and money attracting new customers, they should consider these statistics. It is striking that even in such a tough economic climate loyal customers are still prepared to spend much more than those new to your business proposition.’
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413.
Friday, 31 October 2008
SALES GROWTH AND ADVOCACY WITH MYSTERY SHOPPING
Generating sales growth has everything to do with "advocacy", this can be explained as the willingness of customers to use a company’s products and services and then to recommend them to friends, family and colleagues.
Advocacy is a genuine and compelling loyalty towards your brand or services.
Advocates are much more than customers who return again and again. Advocates are customers who are prepared to argue your case, defend and champion your business against your competitors.
The more advocates a business has the stronger its sales growth becomes. Advocates are also often called promoters. Successful businesses have recognised the link between advocacy (promoters) and sales by communicating the strategic importance of advocates to their teams and by measuring the customer’s views through Mystery Shopping programmes.
Many companies make a substantial and lasting improvement to their business by gaining customer information and using it to make strategic decisions regarding the future of the company.
One Mystery Shopping company called Retail Active uses systems, processes and tools to measure the Net Promoter Score, often described as the customer health of check. The Net Promoter Score illustrates the rating of promoters, passives and detractors using the business.
Mystery Shopping is a very successful method of determining the customer advocacy levels of your business. Once you know the issues customers face then work to increase customer satisfaction, boost sales performance and build staff competence, resulting in increased profitability.
Retail Active Mystery Shopping helps identify the gap between the experience you seek to deliver and the actual experiences customers receive.
Their award winning business tools can be used to make a strategic and cultural change in your business at a fraction of the cost of other methods of change management.
If you would like to learn more about how customer advocacy can grow sales visit www.retailactive.com or call 01235 438413.
Advocacy is a genuine and compelling loyalty towards your brand or services.
Advocates are much more than customers who return again and again. Advocates are customers who are prepared to argue your case, defend and champion your business against your competitors.
The more advocates a business has the stronger its sales growth becomes. Advocates are also often called promoters. Successful businesses have recognised the link between advocacy (promoters) and sales by communicating the strategic importance of advocates to their teams and by measuring the customer’s views through Mystery Shopping programmes.
Many companies make a substantial and lasting improvement to their business by gaining customer information and using it to make strategic decisions regarding the future of the company.
One Mystery Shopping company called Retail Active uses systems, processes and tools to measure the Net Promoter Score, often described as the customer health of check. The Net Promoter Score illustrates the rating of promoters, passives and detractors using the business.
Mystery Shopping is a very successful method of determining the customer advocacy levels of your business. Once you know the issues customers face then work to increase customer satisfaction, boost sales performance and build staff competence, resulting in increased profitability.
Retail Active Mystery Shopping helps identify the gap between the experience you seek to deliver and the actual experiences customers receive.
Their award winning business tools can be used to make a strategic and cultural change in your business at a fraction of the cost of other methods of change management.
If you would like to learn more about how customer advocacy can grow sales visit www.retailactive.com or call 01235 438413.
Thursday, 30 October 2008
MYSTERY SHOPPING IN A RECESSION
Times are tough on the High Street and budgets are being cut, so is this the time to reduce your marketing spend, or is this the time to learn exactly what your customers needs and expectations are?
Making the right decision is going to be a difficult and critical choice. In every recession there are winners and losers. It is often said its not how you enter a recession it is how you emerge from it.
One of the most powerful ways to place your business in a winning position is to identify key measures that are strategically important to your future success.
To emerge from any downturn in good shape it’s important to consider the medium and longer term customer satisfaction and advocacy. Annual Mystery Shopping Programmes cost less than £1 per day per store/unit. Cutting this spend could give you a very short term cost saving but can backfire. When considering how to win in a recession it is essential to measure the right things. The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active the Mystery Shopping Company are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
The Mystery Shopping results gathered are expertly analysed to provide a new perspective on your business. Retail Active provides unequalled support to help turn objectives and strategies into reality with award winning training materials and business tools.
The Retail Active web based 24/7 reporting system is the most advance available and will guide you effortlessly to the areas on which you need to focus.
To learn more on about winning with Mystery Shopping Research in an economic slowdown visit www.retailactive.com or call 01235 438413.
At a time when customers are choosing where and what to spend their money on do you should be looking to use customer research to help you do the following:
Monitor Customer Service Delivery
Measure Brand Standards
Drive Sales
Reduce Complaints
Develop Customer loyalty and Advocacy
Motivate Your Team
Monitor Performance
Determine Strategic Goals
Set Tactical Objectives
Benchmark Competitors
Increase Employee Satisfaction
Protect Capital Investments and ROI
Determine, Prioritise and Measure Critical Customer Touch Points
Turn Complaints into new Opportunities
Protect and Build Brand Equity
Making the right decision is going to be a difficult and critical choice. In every recession there are winners and losers. It is often said its not how you enter a recession it is how you emerge from it.
One of the most powerful ways to place your business in a winning position is to identify key measures that are strategically important to your future success.
To emerge from any downturn in good shape it’s important to consider the medium and longer term customer satisfaction and advocacy. Annual Mystery Shopping Programmes cost less than £1 per day per store/unit. Cutting this spend could give you a very short term cost saving but can backfire. When considering how to win in a recession it is essential to measure the right things. The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active the Mystery Shopping Company are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
The Mystery Shopping results gathered are expertly analysed to provide a new perspective on your business. Retail Active provides unequalled support to help turn objectives and strategies into reality with award winning training materials and business tools.
The Retail Active web based 24/7 reporting system is the most advance available and will guide you effortlessly to the areas on which you need to focus.
To learn more on about winning with Mystery Shopping Research in an economic slowdown visit www.retailactive.com or call 01235 438413.
At a time when customers are choosing where and what to spend their money on do you should be looking to use customer research to help you do the following:
Monitor Customer Service Delivery
Measure Brand Standards
Drive Sales
Reduce Complaints
Develop Customer loyalty and Advocacy
Motivate Your Team
Monitor Performance
Determine Strategic Goals
Set Tactical Objectives
Benchmark Competitors
Increase Employee Satisfaction
Protect Capital Investments and ROI
Determine, Prioritise and Measure Critical Customer Touch Points
Turn Complaints into new Opportunities
Protect and Build Brand Equity
Wednesday, 29 October 2008
Mystery Shopping Measures To Holistically Improve Business Performance
By measuring the right things you can analyse, develop, motivate, inspire and achieve substantial improvements. Measure the wrong things and all advantages may be lost.
Measurements should be simple. If they require a lot of explanation and definition, then collecting data and translating that data into actions becomes less powerful and possibly a waste of time and money.
If you measure what you do, your team can evaluate alternative approaches to be more effective (doing the right things) and efficient (doing things right).
Sharing the measurement information is essential; this gives the team feedback and focus. After all "What you can measure you can manage" and "What gets measured gets done".
Those businesses that succeed and make money constantly assess themselves and improve in all dimensions of their offer, it's essential when defining measures that the mystery shopping criteria is Specific, Measurable, Actionable, Relevant, and Timely
At Retail Active we measure and collate information about each and every part of the customer journey. We examine the customer experience from initial thoughts to their lasting impressions of your business.
Mystery Shopping is only one part of the holistic service we offer. Just as important is the powerful information we gain from:
Employee Satisfaction Surveys
On-line surveys
Video Mystery Shopping
Retail and Brand Audits
Compliance Checks
Telephone Mystery Calls
Facilities Audits
Price Surveys & Audits
Competitor Benchmarking
Understanding this data can be key to creating positive improvements to your brand and business.
All of our Mystery Shopping programmes are bespoke and unique. Each one is designed specifically for our valued clients. We are able to offer this detailed level of Mystery Shopping service because our systems are the most advanced and proactive available.
Measurements should be simple. If they require a lot of explanation and definition, then collecting data and translating that data into actions becomes less powerful and possibly a waste of time and money.
If you measure what you do, your team can evaluate alternative approaches to be more effective (doing the right things) and efficient (doing things right).
Sharing the measurement information is essential; this gives the team feedback and focus. After all "What you can measure you can manage" and "What gets measured gets done".
Those businesses that succeed and make money constantly assess themselves and improve in all dimensions of their offer, it's essential when defining measures that the mystery shopping criteria is Specific, Measurable, Actionable, Relevant, and Timely
At Retail Active we measure and collate information about each and every part of the customer journey. We examine the customer experience from initial thoughts to their lasting impressions of your business.
Mystery Shopping is only one part of the holistic service we offer. Just as important is the powerful information we gain from:
Employee Satisfaction Surveys
On-line surveys
Video Mystery Shopping
Retail and Brand Audits
Compliance Checks
Telephone Mystery Calls
Facilities Audits
Price Surveys & Audits
Competitor Benchmarking
Understanding this data can be key to creating positive improvements to your brand and business.
All of our Mystery Shopping programmes are bespoke and unique. Each one is designed specifically for our valued clients. We are able to offer this detailed level of Mystery Shopping service because our systems are the most advanced and proactive available.
Tuesday, 28 October 2008
How Mystery Shopping Can Assess Your Customer Loyalty And Generate Better Profits.
The best predictor of customer loyalty for most businesses is how likely their customers would be to recommend your company to a friend or colleague? When customers are truly loyal they not only remain committed to the company but also actively recruit new customers on your behalf.
Every company can divide customers into three categories; these are Promoters, Passives and Detractors.
Promoters are loyal enthusiasts (advocates) who keep buying from you and are highly likely to recommend your company, again and again.
Passives are satisfied and likely to recommend the services and products you offer, BUT could easily be enticed by your competitors.
Detractors are your unhappy customers who would be unlikely to buy from you and may encourage their friends to use your competitors – These are dangerous customers and can wreck a business reputation.
By analysing your promoters, passives and detractors you can measure your company’s advocacy metric. Your advocacy metric is linked directly to your company’s revenue growth rate. It takes into account both the increased word of mouth marketing as well as the lost potential growth.
Retail Active, the mystery shopping company, specialises in guiding companies to measure and improve customer advocacy and profits. They use sophisticated tools to determine customer advocacy, by store, by region and brand. These analytical tools help determine the strategic options to increase the number of advocates supporting you.
The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
If you would like to learn more about how Mystery Shopping can assess your customer loyalty and generate better profits, contact Retail Active on 01235 438413 or visit www.retailactive.com
Every company can divide customers into three categories; these are Promoters, Passives and Detractors.
Promoters are loyal enthusiasts (advocates) who keep buying from you and are highly likely to recommend your company, again and again.
Passives are satisfied and likely to recommend the services and products you offer, BUT could easily be enticed by your competitors.
Detractors are your unhappy customers who would be unlikely to buy from you and may encourage their friends to use your competitors – These are dangerous customers and can wreck a business reputation.
By analysing your promoters, passives and detractors you can measure your company’s advocacy metric. Your advocacy metric is linked directly to your company’s revenue growth rate. It takes into account both the increased word of mouth marketing as well as the lost potential growth.
Retail Active, the mystery shopping company, specialises in guiding companies to measure and improve customer advocacy and profits. They use sophisticated tools to determine customer advocacy, by store, by region and brand. These analytical tools help determine the strategic options to increase the number of advocates supporting you.
The customer experience you deliver each day, through every interaction, direct and indirect, either builds or destroys your brand.
Retail Active are experts in turning pioneering research into measurable ways to improve business performance, quickly and with surgical precision.
If you would like to learn more about how Mystery Shopping can assess your customer loyalty and generate better profits, contact Retail Active on 01235 438413 or visit www.retailactive.com
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