Mystery client and customer service in modern organization
Journal Title: Nowoczesne systemy zarządzania - Year 2014, Vol 9, Issue 1
Abstract
The purpose of this article is to present a marketing research method called a „Mystery Client” as a tool of building customer relationships in the organization. Currently, it is not enough to have service at the excellent level, it is time to create an excellence in the customer experience. One of new instruments to achieve this target is to conduct a mystery shopping method in the organization. This technique can be a very useful method to stimuli a change in many fields, especially it is seen in the customer service field, that will leverage an organization to a higher grade and will allow it to work out a competitive advantage on the market. This method is also introduced to achieve the full satisfaction of buying goods and services by the client.
Authors and Affiliations
Wioletta WEREDA, Monika GRZYBOWSKA
Keywords
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