Trial and error – a main principle in evolution*
30 May 2016
Krasimir Mihaylov, Senior Field Officer, tells us about the challenges of being a new colleague in an already established team.
Iva Gospodinova in a TV interview: Mystery shopping serves as a motivation for the employees
19 Feb 2016
Watch the TV report by Bulgaria OnAir, where Iva Gospodinova, Senior Researcher with Client X, tells us what the purpose of mystery shopping is along with some curious facts about the company.
The value of Mystery Shopping in the Big Data era*
08 Dec 2015
As technology continues to develop at a rapid pace, an ever-growing number of customer feedback opportunities are within reach of the majority of businesses. In the age of Big Data, it’s become commonplace for businesses to glean real-time information about the experience of their customers electronically.
However, while Big Data may have earned recognition for helping operators gauge overall brand health, the critical micro-data feed is increasingly in danger of being overlooked.
How the mystery shopper must remain “mysterious”
12 Nov 2015
Here is the text by Ms N. T. from Plovdiv region, working as an administrative assistant. She has been an unrecognizable* mystery shopper since 2013.
The mystery shopper is just like the next guy in the store, but more perceptive, yet not suspicious.
Mystery shoppers are all ears for a simple “Thank you”, “Excuse me” or “How can I help you?”. They “have eyes” for details such as an employee’s polite gesture, a welcoming look or a smile.
The Price of Convenience: The sense and nonsense of listening to consumers*
06 Nov 2015
Questioning ordinary people’s contribution to marketing is akin to Pussy Riot challenging Putin’s rule in a church – it’s heresy. Yet neuropsychology, behavioural economics and more recently Byron Sharp suggest that our notion of consumer-centricity and what it means to ‘listen’ to people are based on a naïve concept of human beings and the world we live in.