Tag Archives: customer response

Keeping customers happy during hard times.

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the[…]

Growth of Mystery Shopping as a customer service audit tool

It was recently reported by the Mystery Shopper Providers Association (MSPA) that walk-in mystery shopping surveys in the United Kingdom had broken through 50,000 per month for the first time, and continues to grow at double digits. There are a number of reasons why this is happening, but the main reason is business owners and managers[…]