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Alondra Diaz

Alondra Diaz
Alondra is our resident customer experience expert with a passion for helping mystery shopping providers excel at their game.

Recent Posts

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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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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