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What do BDC reps look at when they receive an internet lead?

[fa icon="calendar'] Nov 30, 2018 12:22:50 PM / by Alondra Diaz posted in FastMSP technology, mystery shopping, personas, mystery shoppers

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Key Takeaways for Fast Consumption:

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When Should a Mystery Shopper Communicate with Emojis?

[fa icon="calendar'] Jul 18, 2018 5:19:04 AM / by Ivannie Figueroa posted in phones, mystery shoppers, communication

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The first emojis as we know them appeared in Japanese cell phones in the late 1990’s and today we used them everyday in our casual conversations through text, chat, and social media.

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Save Time and Money by Automatically Generating Mystery Shopping Profiles

[fa icon="calendar'] Jun 22, 2018 11:05:44 AM / by Alondra Diaz posted in FastMSP technology, personas, mystery shoppers

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Key Takeaways for Fast Consumption:

  • Sasha, a mystery shopper scheduler, must quickly find the people she needs to fill all of the shops for her clients. 
  • A solution that allows Sasha's best shoppers to create multiple mystery shopping personas reduces then number of new people she needs to fill the job. 
  • Now one shopper can perform multiple phone interactions using unique shopper profiles with valid contact information and Sasha can get more done, while saving costs.   

 

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Creating Mystery Shop Personas that Garner Rich and Accurate Data

[fa icon="calendar'] Jun 14, 2018 3:01:33 PM / by Alondra Diaz posted in data, personas, mystery shoppers

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Personas are fictional, generalized characters that encompass the observed behavior patterns of your clients real and potential customers. Personas define the character around the shop you are performing and they possess real elements of an actual customer. Creating personas enables you to better measure your clients’ workflows and ultimately the experience they desire to produce. Creating personas is about more than researching your client and studying a shop playbook, it is about creating what appears to be a very real customer. 

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Tools To Evolve The Mystery Shopper Hiring Process

[fa icon="calendar'] May 30, 2018 2:17:42 PM / by Alondra Diaz posted in FastMSP technology, mystery shopping, personas, mystery shoppers

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The Technology Shark Swallows Mystery Shopping … or Does He?

Each day new techniques to collect data are being introduced because of great technology.

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3 Consumer Behavior Trends: A Wake Up Call for Better Phone Skills

[fa icon="calendar'] Jun 8, 2016 8:50:03 AM / by Alondra Diaz posted in customer experience, faster!, phones

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Key Takeaways for Fast Consumption:

  • If a customer cannot get information right away, then the source and situation is a hassle and of low value.
  • Organizations that embrace instead of resist transparency will be rewarded with customer trust and loyalty.
  • Customers expect businesses to change their behaviors and support their experience through the use of telephony technologies.

I was in a meeting with GM and Google and these three trends were covered:  Time, Transparency, and Technology. Being phone-centric, I immediately applied these three very real trends to voice and text technologies, process and performance.

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A Backwards Approach to Developing Your Next Mystery Shopping Form

[fa icon="calendar'] Jun 7, 2016 9:30:00 AM / by Mark Hollister posted in FastMSP technology, data, mystery shopping

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Key takeaways for fast consumption:

  • Create your mystery shopping form by walking through your customer's journey and developing questions that measure each touch point.
  • Incorporate questions that measure the three channels of service delivery; people, place, and process.
  • Use our free form grader service if you'd like input on your mystery shopping form.
Input equals output. In order to get actionable results from your mystery shopping program, you need to create the right questions that are answered and scored in the right way so that you can take action on the data. Creating the questions that shoppers will measure is a vital step, but it’s actually the last step in developing a mystery shopping form. If you want to create a form that measures your customer experience in a meaningful way, you’ll need to work backwards.
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Putting More “Mystery” in Mystery Shops

[fa icon="calendar'] May 27, 2016 8:00:00 AM / by Mark Hollister posted in FastMSP technology, mystery shopping, faster!

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If you schedule mystery shops, you know how difficult it can be to find shoppers for hard to fill locations, adhere to rotation requirements, and remain shop compliant to program specifications without spending a fortune on shopper bonuses, labor hours, or third party schedulers. Mystery shop providers (MSP’s) who want to make the process of filling shops easier when they need a constant stream of new shoppers for web or phone based shops, use personas to make it happen.

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FastMSP: What’s in a Name?

[fa icon="calendar'] May 18, 2016 10:49:42 AM / by Mark Hollister posted in FastMSP technology, customer experience, employee performance

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Key takeaways for fast consumption:

  • FastMSP is a software system with breakthrough technology that saves time and money.
  • Use our persona generator to quickly get unlimited unique local aliases to make mystery shopping fast and easy.
  • Monitor real customer interactions, act on missed opportunities and coach employees in near real-time. 
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