Real Talk

Business Blog

  1. After many concentrated hours of quality analysis, fieldwork, intrinsic research, and valuable insights, you receive your Mystery Shopping Report. This important data is designed to help you develop tactics and coaching tools to increase your sales and service performances. Eventually, the report finds its way to one of the stores that have been visited by

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  2. Each year we hear more and more about the boost in online sales, and discussions about the death of brick-and-mortar stores continue to develop with it. In this digital age, that opinion doesn’t seem misdirected, but are the pessimists actually right? Even though there is some weight to their arguments, the brick-and-mortar stores aren’t going

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  3. It’s a known fact that today’s consumers have more purchasing choices than ever before. And just one bad experience can cause significant brand damage. This so-called retail Armageddon can be traced back to a sudden surge of options. And a side effect of that is that shoppers no longer have to put up with factors including a

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  4. Once the norm in retail employee training and perfected in the quick-serve restaurant industry, upselling isn’t always witnessed in retail environments, including convenience stores. Today we’re discussing the ins and outs of upselling in the retail environment, specifically in convenience stores. Cross-Selling vs. Upselling Cross-selling and upselling are often incorrectly viewed as being equal. However,

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  5. Today, Customer Experience (CX) is one of the hottest buzzwords in the world of business. Businesses are allocating more resources than ever before into providing a robust customer experience. In fact, many companies are expecting to compete on customer experience more than quality or price in the future.

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  6. Businesses across many industries are welcoming the concept of customer centricity by relinquishing traditional business-driven strategies and instead implementing more customer-driven ones. What is customer centricity? The term “customer centricity” is sometimes used as a universal way of describing customer feedback and satisfaction results. But making – and keeping – people happy is only one

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  7. Many business owners view customer experience (CX) and customer service as being interchangeable. But the fact is, one impacts emotion and feelings incorporating the entire customer journey, while the other is a single touchpoint with a brand. How Is Customer Service Different Than Customer Experience? In most cases, a customer’s first interaction with a company

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  8. There’s an old saying that states that the keys to success are location, location, and location. But when it comes to the world of customer service, the three keys to a successful customer experience are consistency, consistency, and consistency. And while there is a lot that goes into providing a mind-blowing customer experience, if there is something

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Shoppers Blog

  1. In spite of the popularity of online shopping, approximately half of today’s consumers still prefer to shop at brick-and-mortar stores where they can see and feel the item prior to purchase. And for them, the shopping experience is just as important as the quality of the product they’re considering. Because of this, the expectations for

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  2.   Mystery shopping is a great way to earn some extra cash for doing things you would normally do anyway. Things like getting your oil changed, visiting your favorite stores, going grocery shopping, and trying hot new restaurants in your area. New mystery shopping scams pop up all the time. The truth is, if it

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  3. We’ve all heard the stories about how things were back in the day. Before cell phones, computers, even remote controlled TVs. For some, it might feel like just yesterday but there certainly were some stark differences compared to today. If you’re new to mystery shopping, you might not have heard what our back in the

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  4. No matter what type of assignment you have, the report required at the conclusion of your shop typically includes a battery of questions along with text and narrative boxes in which to expound upon your experience. Answering the Yes/No/Not Applicable questions is usually easy but many shoppers find writing detailed descriptions of their encounters a

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  5. At Reality Based Group, we’re evolving the customer experience. Likewise, we are constantly evolving how you can measure, manage and improve that customer experience with new solutions and services. Our newest offering is InstaShops, which gives you the power and unique insights provided by mystery shopping without the contract.  Who uses InstaShops? Mystery shopping provides

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  6. Every shopper has a story. You carefully plan out your mystery shopping day, mapping out the best routes, double checking shop times and addresses, reviewing guidelines at least three times – you are a prepared professional on a mission. But then fate intervenes and your plan of action starts to unravel. These obstacles are beyond

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  7. One of the most emphasized aspects of successful mystery shopping is to blend in with the crowd, whether you’re auditing a fast food restaurant or an upscale hotel. While these roles require you to act like a typical customer/client, it’s also important to dress for the part. It’s more than under dressing or overdressing for

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  8. When an assignment email is sent to a shopper, they simply accept or decline the offer. If they accept the job, one mouse click opens the report and when it’s complete, all it takes is one more simple click on the Submit link and the task is complete. Many shoppers are curious about how these

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Real Talk |News, thoughts, and musings on the evolution of Customer Experience. All news »

 
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