Spy-mater's 'mystery shoppers' keep constant watch on staff: most Australian retailers ignore customer-service standards and practices that can boost sales, according to a man whose job is to monitor staff performance

Article Abstract:

The Micromarketing Group Managing Dir Peter Boyce, part-owner of a performance monitoring firm that provides mystery shoppers that assess a business' customer services, believes that most Australian retailers do not implement the quality customer service that can increase their sales. Most Australian retailing firms do not encourage their employees to use simple cross selling techniques that can boost sales.

Services, Retail industry, Retail trade, The Micromarketing Group

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Companies sink low in customers' esteem

Article Abstract:

A recent survey of consumers showed that Qantas Airways Ltd. is the company most admired by Australian consumers. Polled consumers were asked to respond to questions about overall regard, respect for customers' needs, corporate vision, expertise in a field, flexibility, and the degree to which each company was profit-driven. Microsoft and Coca-cola tied at second place.

Customer satisfaction, Public opinion

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The chase goes beyond catching customers to building relationships

Article Abstract:

SalesForce is a customer development company. The company was founded in 1993 and had sales of over $45 million. There are 1,000 employees who handled 5 million telephone calls in 1997. The company has four divisions: field marketing, tactical selling by telephone, strategic selling by telephone and customer development.

Planning, Marketing industry, Customer loyalty, Company Profile, SalesForce

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