Mystery Shopping Mastery - Di Pietro, Steven D
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How to Find The Truth Do you worry about what's happening at the point of customer contact? Do you worry that you're not getting the truth filtered up through the organisation? In Mystery Shopping Mastery, real-life practitioner Steven Di Pietro gives you the definitive guide on how to measure customer service and sales. Steven has been in the mystery shopping industry for over 10 years. He shares real-life examples and strategies to help you understand the full scale of measurement possibilities and choose the best one for your business. In this book, you'll discover: How you intentionally…mehr

Produktbeschreibung
How to Find The Truth Do you worry about what's happening at the point of customer contact? Do you worry that you're not getting the truth filtered up through the organisation? In Mystery Shopping Mastery, real-life practitioner Steven Di Pietro gives you the definitive guide on how to measure customer service and sales. Steven has been in the mystery shopping industry for over 10 years. He shares real-life examples and strategies to help you understand the full scale of measurement possibilities and choose the best one for your business. In this book, you'll discover: How you intentionally and unintentionally get lied to. The different ways to measure customer service and sales. How to maximise and measure the ROI of a program. How to run a best practice mystery shopping program. How to choose a mystery shopping supplier. Along the way, Steven also shares some of the crazy things that happen in retail within different industries, so you can learn what to do and what not to do. Regardless of the size of your organisation, this book is an invaluable resource for retailers, manufacturers, and other research companies.
  • Produktdetails
  • Verlag: Service Integrity Pty Ltd
  • Seitenzahl: 146
  • Erscheinungstermin: 3. April 2017
  • Englisch
  • Abmessung: 205mm x 129mm x 15mm
  • Gewicht: 169g
  • ISBN-13: 9780648047100
  • ISBN-10: 0648047105
  • Artikelnr.: 48095571
Autorenporträt
Steven Di Pietro is the founder of Service Integrity, a company specialising in measuring customer service and compliance in retail. His company has overseen over 300,000 customer service evaluations using a field force of over 45,000 people. Rather than hypothesising and intellectualising the state of retail, Steven brings his real world knowledge and experience from different industries across multiple countries. He is one of the most sought-out worldwide speakers on mystery shopping and past president of the Mystery Shopping Providers Association, Asia/Pacific.