I am always asked by former colleagues and friends of mine what Kaiz and I do in Customer Experience Measurement or CEM. Mainly, they think that it has only to do with mystery shopping. But this blog post really sums it up. It’s setting the standard for your business. (more…)
After the successful seminar in January 2019 as part of the Philippine Retailers Association (PRA) Excellence (Retail EXL) series, PRA and SatisFIND present the 1st Retail Industry Mystery Shopping Program in the Philippines. This program is only open to members of PRA.
If you are interested to participate, click below.
Not yet a PRA member? Click to view the different PRA membership options.
The Philippine Retailers Association (PRA) has conducted the 44th Retail Excellence (Retail EXL) Seminar, giving the attendees a “crash course” on planning and designing a successful Mystery Shopping program for their company, last January 23, 2019.
SatisFIND founder Michelle Patel during the 44th Retail EXL
The seminar, held at the Joy-Nostalg Hotel and Suites Manila in Pasig City was facilitated by Mystery Shopping and Customer Insighting expert Michelle Patel.
During the seminar, she explained to the attendees that Mystery shopping is more relevant today because companies need actionable insights and data to be competitive, to innovate and increase engagement.
She gave a lively discussion on the benefits of Mystery Shopping for both online and offline stores, as well as debunked misconceptions on mystery shopping such as that it is not an audit and not meant to find fault in people.
“It is our job to give them (customers) a consistent brand experience. Strong brands stay in business because they are committed to it,” she told the attendees.
“To mystery shop is to be proactive, instead of staying reactive. You take action before the problem escalates. You avoid the blame game because you are in control,” she added.
During the seminar, participants were also given activities to help them understand better mystery shopping by crafting a desired customer experience journey and mapping the employee experience.
Retail EXL is a series of seminars aimed at upgrading and updating the skills and competencies of retailers and helping create a more competitive retail workforce. This is done in partnership with industry experts and experienced trainors. http://www.philretailers.com/
Customer Service is no longer one department’s responsibility, and the businesses that excel at it are those whose leadership teams embrace Customer Service and feedback as an organization.
On January 23, 2019, the Philippine Retailers Association has invited SatisFIND® Founder, Michelle Patel to conduct a workshop specially designed for online and offline retailers. Workshop participants will be equipped with the right mindset, knowledge and tools to design and effectively launch their own mystery shopping system and use it to improve Employee and Customer Experiences.
Mystery Shopping is a methodology used since the 1940s but today’s retail landscape requires a COMPLETE REBOOT on how to use it with impact on your culture and bottom line. Mystery Shopping provides the metric for CONSISTENCY, the real formula in building strong brands that endure the test of time and avoid risks of disruption.
Change your perspective on what Mystery Shopping is and isn’t, and see the power it can do for your business, employees and customers.
This is open for non – PRA members too.
Call +63 2 687-4180/81
Email: firstname.lastname@example.org / email@example.com
Look for Ivan or Norie
Register now and avail the Early Bird Rate: https://bit.ly/2QiJQF5
Getting customer feedback puts us on the spot. We’re in crosshairs of other people’s expectations. When we receive customer feedback, we’re forced to multitask; we have to acknowledge and assess the complaint; pinpoint the problem; and if possible, troubleshoot the customer’s situation; and if it can’t be solved with troubleshooting, appease the dissatisfied customer to ensure his/her return with the promise that the next experience will match the customer’s now verbalized expectations.
The feedback may be directed at you; it may be about a front-liner; it may be in the form of an email about your ad campaign; and it could be something less in your control like your supplier’s behavior or hygiene.
Handling feedback is a complex job that can be over in a matter of minutes, the speed of which can trigger a fight/flight/freeze response. In this case, we are pressured to act in self-defense, or acting to “take care of it” without thinking. Or it could cause us to “freeze,” and stand speechless, unable to do anything, annoying an irate customer further.
The unfortunate fact is we have been trained to see customer reviews as negative criticism. But this is a point of view that should be corrected, if you wish to handle customer feedback with the best in the business. (more…)