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ID:36829897
大小:252.60 KB
页数:25页
时间:2019-05-10
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1、MysteryShoppingForPositiveResultsbyHarveyGilbertCopyrightHarveyGilbertMyexperience....OrtheAtoZofmysteryshoppingAAirports,airlinesBBanks,bettingshopsCCastles,cardealers,callcentresDDepartmentstores,drugstoresEElectricaloutletsFFranchiseoperationsGGovernment,greyho
2、undracingHHotelsIInternationalprojectsJJewellersKKiddiesclothesLLeisureoutletsMMilitarybases,mobilephonesNNewsagentsOOpticiansPPetrolretailers,pubs,pricing,postofficesCopyrightHarveyGilbertQQueuingRRestaurantsSSupermarketsTTourism,telecomsUUtilitiese.g.Watersupplie
3、rsVVideoMSWWholesalersXExtrasalesandprofitsYYachtingZZoosAndthere’smore…………..CopyrightHarveyGilbertMyexperiencereflectsthedevelopmentofMSacrosstheworld:Retail“branch”operationsLeisureandtourismFinancialGovernmentBusinesstobusinessVisitsPhonecallsLettersEmailInterne
4、tAudio/VideotechniquesMysteryshoppingisnowusedbymostkindsoforganisationsandbusinessesCopyrightHarveyGilbertMyagendatoday…………….Mysteryshoppingforpositiveresults:ThecontributionthatMScanmakeSetting-upandrunningapositiveprogramExamplesofusingMSpositivelyWhatcangowrong
5、?CopyrightHarveyGilbertThecontributionMScanmake:Mysteryshoppingenablesus:ToevaluatecustomerserviceperformanceagainstagreedKPI’sStaffandmanagementperformanceBenchmarkagainstcompetitorperformanceTousetheinformation:Tomanage,totrain,andtoincentiviseatalllevelsTopositi
6、velyinfluenceourcustomersbehaviour.TogivecustomersbetterserviceCopyrightHarveyGilbertGivecustomersbetterserviceandtheywillbeencouraged:TobuymoreTovisitmoreoftenTodolessbusinesswithcompetitorsandeven,paymore…………CopyrightHarveyGilbertSettingupandrunningapositiveMSpro
7、gram12keyprocesses:SettingtheprogramgoalsFindingaMSpartnerDesigningtheprogramCommunicationsDesigningthequestionnaireRecruitingtheshoppersScoringthequestionsDatacollectionDatapreparationManagingtheshoppersThereportsReviewandimproveCOMMUNICATIONSisthemostimportantasp
8、ectofanyprogramCopyrightHarveyGilbertSettingtheprogramgoalsClientmustdecidewhattheywanttoachieve:DiscussthiswidelyinthebusinessWritedowndetailedo
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