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Not being a fan of chick-lit, I hemmed and hawed before finally picking up the book last month to finish it. (In my defense, I did start it all those months ago!) Surprisingly, I found myself enjoying it.

The Secret Shopper Affair revolves around 3 friends, Sandie, Emily, and Grazia, who found each other through their secret shopping activities. The book gives us a glimpse of how they deal with life beyond their love for retail: for Sandie, it’s juggling pregnancy and the herculean task of resuscitating a dying department store, while engaged in a battle of wits with her partner’s mother. For Emily, it’s the internal conflict of swallowing the bitter pill over Sandie’s (and everyone else’s, for that matter) successes. And it doesn’t help that her Will is adamant about not having another baby, something she feels she is ready for. Finally, for Grazia, it’s the proverbial question of man or career: new love or budding talent?

Seems intense? Don’t be intimidated.  Despite a few heartfails, humor is never wanting. The characters are also very relatable (yes, even glamorous Grazia seems very down to earth). Furthermore, I found it so witty how once in a while they “revert to secret shopper mode,” observing and assessing real life with the eyes of a mystery shopper.

Overall, it’s a fun and light read, a heartwarming story that celebrates friendship… and secret shopping

PS: I only just discovered that the book is actually a sequel. Although there are times when the characters refer to past events, I didn’t feel lost. However, I’m sure it would be fun to read the other books in the series.

RAFFLE!

SatisFIND would like to give one lucky secret shopper a copy of “The Secret Shopper Affair”. The contest is open to CEAs of SatisFIND based in Singapore, Malaysia or the Philippines who follow @satisfind on twitter. If you are not yet a Customer Experience Advocate, do register before you enter the raffle. Then follow the instructions in Rafflecopter. The winner will be selected at random by Rafflecopter. The contest starts now, Sunday 8 April 2012 up to the evening of Sunday April 15. The winner will be notified through email and will be announced here.

a Rafflecopter giveaway

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“There was this one time that we had a Brownbag meeting and my Japanese boss forgot to order food for 15 persons for the meeting and I had 30 minutes to order before the meeting. So I ran to the nearest food chain from our office, which was Kenny Rogers. Upon ordering, I advised the crew if they could prepare everything in 15 minutes as I should be in the office 10 minutes before the meeting and they said they’ll try. What I’m very impressed and amused about the scenario was that even the manager was also helping to prepare the food just to finish it on time. Thanks to the crew of Kenny Rogers for the effort and giving importance to my request.” -  Dina S. 

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SatisFIND® is the result of a merger between Customer Insights Worldwide, Inc. (formerly Satisfind, Inc.) in the Philippines and Kaiz Consult in India to offer Customer Experience Measurement studies across Asia and the Middle East under the brand, “SatisFIND”. It was established as a response to the growing need to close the gap between customer expectations and the mediocre delivery of service, and at the same time recognize the “Service Stars” who deserve to be commended as role models for others to follow.

SatisFIND®, for the past decade, has partnered with leading companies across various industries for Customer Experience Measurement (CEM) studies. CEM studies provide companies with valuable information and insights about their own customer service delivery and front-line sales performance through the evaluations of real customers whom we call Customer Experience Advocates (CEA).

 The Right People, The Right Formula

The people behind SatisFIND® have the experience and the expertise that make Customer Experience Measurement an efficient mechanism in measuring customer service performance. It goes beyond the usual mystery shopping audit offered by most research agencies. Customer Experience Measurement involves a deeper understanding of the customer’s psyche and the business environment where the customer experience takes place.

The analyses and recommendations are relevant and actionable, as it uses both qualitative and quantitative methods in every study. SatisFIND® combines the ideals and principles of Human Resource, Sales, Marketing, Customer Service and Research in its measurement services. SatisFIND® works with real customers who work undercover to observe and report on their experiences.

SatisFIND® is a member of the Mystery Shopping Providers Association – Asia Pacific Chapter. MSPA is the only professional trade association representing the Mystery Shopping industry worldwide.

Benefits of the SatisFIND® Customer Experience Measurement Study

• Monitors and measures service performance
• Makes employees aware of what is important in  serving customers
• Monitors facility conditions
• Checks product / service delivery quality
• Checks effectiveness of promotional programs implemented
• Audits pricing, promotion and merchandising compliance
• Complements market research data
• Identifies specific training needs and sales opportunities

SatisFIND® CEM is more than a mystery shopping audit.  It provides you with a snapshot of how your customers experience the brand.  The program combines quantitative and qualitative methods.

If you would like to learn how your organization could benefit from SatisFIND’s Customer Experience Measurement studies, please email us at hello@satisfind.com