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When businesses think about customer experience problems, they often focus on obvious service failures. Rude staff, long wait times, incorrect orders, and complaints. But many businesses lose customers for a far less visible reason: friction. Friction is the collection of small frustrations, inconsistencies
If you’re reading this it’s probably because you’ve recently applied to join our Mystery Shopping team and you’re keen to find out what happens next. Perhaps you applied then emailed our team asking why you hadn’t heard back yet. If you have already
Occasionally one of the news programs will run a story on Mystery Shoppers, saying how it’s easy money, quoting three-figure payments and generally making us wonder why Gina Reinhardt bothers with mining when you can get paid to shop. So if it’s not
The festive season is over. The sales rush has slowed. Valentine’s Day is done. The decorations and sale signs are packed away. The start of a new year is the perfect time to pause, reset and look at your business with fresh eyes.
Valentine’s Day is a timely reminder for businesses to show their customers a little extra love. While consumers may associate the day with gifts and romance, smart brands use it as a prompt to reflect on how valued their customers feel all year
One of the most sensitive moments in the customer journey is the refund or return process. After the festive season has come to a close, stores see an influx in returned purchases; these shouldn’t be considered negative experiences, but as an opportunity. While
When business owners first consider implementing a mystery shopping program, they often focus on the cost. But what if that cost is actually an investment, one that pays for itself many times over? That’s the mystery shopping equation. At Above Benchmark, we’ve spent
As the holiday season approaches, it’s the perfect time for businesses to boost customer engagement and sales by promoting gift cards. A well-trained team that confidently promotes gift cards can increase revenue, enhance customer satisfaction, and strengthen brand loyalty. Whether you’re running a
When a potential customer calls your business, that first impression can make all the difference. Every ring is a revenue opportunity, and how your team answers can determine whether it turns into a sale or a missed chance. Whether your phones are answered
