May 27, 2008
Everybody Is A “Mystery Shopper”
In today’s twittering, facebooked, totally connected world - EVERYBODY is a mystery shopper…and in all industries. Your customers can (and will) tell thousands of people about you with a few clicks of the keyboard…
The only “mystery” to me is why so many companies still cling to their illusions that they control the message. Sure, you can say anything in your ads - but what are you (and your employees) actually doing? Ah, the mystery shopper knows! (And tells, and tells, and tells…)
P.S. “Satisfied” customers won’t say much about you, if they even remember you…
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May 28th, 2008 at 10:42 am
Mary,
Great title — and so true!
In today’s world, everybody must be treated like a mystery shopper. Even a “small” customer can have a huge impact on the bottom line if s/he takes the time to spread the word — good or bad — about your their experience with your brand.