Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers.
Bite-Sized Delight From the Episode:
• Mystery Shoppers Reveal Experience Secrets - Claire Boscq-Scott’s book The Secret Diary of a Mystery Shopper offers exceptional findings from the observations of unknown shoppers.
• The Evolving Role of Text Messaging - Customers are familiar with text messaging - but not with using text to communicate with businesses. Take the time to teach them and this could become a great way to stay in contact.
• Don’t Switch Them to a Different Channel - Pushing customers to your preferred communication channel instead of meeting them where they are is not only frustrating to them, but it increases the likelihood of a negative experience overall.
Are You Looking for Things We Referenced?
• The Secret Diary of a Mystery Shopper by Claire Boscq-Scott
• “5 Ways To Stay Ahead of the Competition” - by Podium
• Experience Points
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
