While the internet has certainly had an impact on retail stores it is also true that some brands are thriving in today’s net-driven environment. What accounts for the difference those you are prospering and those who are not? The Customer Experience.
You can’t deny that internet retailers have some advantages over traditional brick and mortar stores. That’s why it’s more important than ever for traditional retailers to measure the customer experience against organizational expectations to see the experience thought their customer’s eyes. Mystery shopping provides the perfect solution for this task by providing scripted and first-hand accounts of the customer experience conducted by trained evaluators.