Who's That Shopper?

November 2005
Convenience Store News;11/15/2005, Vol. 41 Issue 14, p12
Trade Publication
This article focuses on a poll of mystery shopping executives gathered at the Mystery Shopping Providers Association's Annual North America Conference in Long Beach, California, according to which a growing number of businesses are utilizing mystery shopping as a valuable customer experience measurement tool. More than 50 percent of providers surveyed expect to see a year-over-year growth of 5 to 15 percent or more in the retail, restaurant and financial services industries in 2006. Retail businesses have placed a focus in 2005 on employee training standards in add-on sales and up-selling at the point of sale, as well as identifying and pampering customer needs. Mystery shopping providers expect to see a larger focus in 2006 on identifying the "typical" customer in the retail setting.


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