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Article: Mystery shopping: Powerful business intelligence tool
- Article from:
- New Straits Times
- Article date:
- July 7, 2009
- Author:
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Marina Emmanuel
New Straits Times
07-07-2009
Mystery shopping: Powerful business intelligence tool
Byline: Marina Emmanuel
Edition: Main/Lifestyle
Section: Business Times
Type: News
COMPANIES that conduct mystery shopping services - by hiring mystery shoppers to evaluate the quality of their services are less likely to be impacted by the current economic decline, since they are more focused on delivering top-notch customer service.
A Kuala Lumpur-based mystery shopping provider estimates that it costs 10 times more to get a new customer than to keep an existing one.
"While many organisations will be looking to cut costs in this current economic climate, a grave mistake will be to cut back on ...