Lessons from the Mall – Mystery Shop Your Way to Marketing and Customer Service Excellence

During this special off-site session, we will venture to a local shopping center to evaluate customer service from the customer's point of view. You will gain new perspective and insight into customer service and on-site marketing by "mystery shopping" retail businesses. We will explore both the emotional and physical customer service atmosphere using all five senses. Following your "mystery shop" we will share the good, the bad and the ugly experiences in a fast-paced session where you will create a creative customer care action plan using your new-found benchmarks.

Needs Assessment:

Duration: 3 hours

Learning Outcomes:

You will learn:

  •     What to look for when Mystery Shopping other venues to create new benchmarks for your organization
  •     How to improve your "curb appeal" and "first impression"
  •     How to create a delightful, multi-sensory experience for customers of every age
  •     Tips to increase customer confidence
  •     Ideas to generate greater customer loyalty and participation
  •     How to turn "goodbye" into the feeling of a "good buy”

Session Format: Experiential learning combined with small group discussion and lecture

Target Audience: All

CEU Session: Yes

Proposed Chair:

Speaker: Jodi Rudick

Equipment: Flip hart, LCD Projector

Meet the Expert!

Jodi L. Rudick, MAS -- Marketing Consultant, Speaker, & Trainer, Motivational Marketing and Publicity Speaker.

Jodi is President of the Park Ink, founded in 1959, and the author of four books related to marketing and publicity. She will help YOU become a marketing success.

Jodi's Speaking Topics

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