+ All Categories
Home > Business > Face Off Bulgaria - The Mystery Shopping Company

Face Off Bulgaria - The Mystery Shopping Company

Date post: 28-Nov-2014
Category:
Upload: face-off-bulgaria-the-mystery-shopping-company
View: 1,131 times
Download: 0 times
Share this document with a friend
Description:
This presentation details the steps taken to develop a new Mystery Shopping Business in Europe, as well as the challenges faced during the process. It includes an explanation of specific strategies being implemented to improve value to clients and increase profit, as well as of some plans for future development.
Popular Tags:
34
Transcript
Page 1: Face Off Bulgaria - The Mystery Shopping Company
Page 2: Face Off Bulgaria - The Mystery Shopping Company

Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study

Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO

Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company

66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010

Bali, IndonesiaBali, Indonesia

Page 3: Face Off Bulgaria - The Mystery Shopping Company

AGENDAAGENDA

What Face Off is and how it all startedWhat Face Off is and how it all started

What we have achievedWhat we have achieved

What we want to doWhat we want to do

Page 4: Face Off Bulgaria - The Mystery Shopping Company

HOW IT ALL STARTED…HOW IT ALL STARTED…

Page 5: Face Off Bulgaria - The Mystery Shopping Company

Silent Customer Survey

0

1

2

3

Cleanliness Attentiveand efficient

staff

High qualityand well

maintainedrestaurant

hall

Atmosphere Wellfurnished

dining room

Lighting Prompt andefficient

order-taking

Prompt andefficient

food service

Prompt andefficientbilling

UNIVERSITY PROJECT - MYSTERY SHOPPINGas a tool for measuring and improving customer service

Page 6: Face Off Bulgaria - The Mystery Shopping Company

IN THE BEGINNING IT IN THE BEGINNING IT WAS…WAS…

Page 7: Face Off Bulgaria - The Mystery Shopping Company

Pioneer Partner 60-70 EUR Influence

service

Page 8: Face Off Bulgaria - The Mystery Shopping Company

IN REALITY…IN REALITY…

Page 9: Face Off Bulgaria - The Mystery Shopping Company

Overcrowded

Pending MSPA membership

Low understanding

60 EUR - no way!

Page 10: Face Off Bulgaria - The Mystery Shopping Company

What shall What shall we do?we do?

Page 11: Face Off Bulgaria - The Mystery Shopping Company

We focused on

creating valuevalue to our customers

and profiting moreprofiting moreby offering:

THAT IS WHYTHAT IS WHY

Page 12: Face Off Bulgaria - The Mystery Shopping Company

Quality

Specialisation

Personal touch

Innovation

And by always saying “YES”

Page 13: Face Off Bulgaria - The Mystery Shopping Company

ADDED VALUEADDED VALUE

Page 14: Face Off Bulgaria - The Mystery Shopping Company

Free visits

On-line MS software

Speed of service

Presentations, additional charts, e-mail & phone checks, meetings, shopper transport

High level mystery shoppers

Page 15: Face Off Bulgaria - The Mystery Shopping Company

Certification

24/7 personal contact and attention

Diversifying questionnaires

Motivational games

Flexibility

Innovative thinking

Page 16: Face Off Bulgaria - The Mystery Shopping Company

FIRST MYSTERY SHOPPING DAY FIRST MYSTERY SHOPPING DAY IN BULGARIAIN BULGARIA

Page 17: Face Off Bulgaria - The Mystery Shopping Company

Special guest Mr. Mark Michelson

Page 18: Face Off Bulgaria - The Mystery Shopping Company

100 participants

Big media coverage

Increased brand and service awareness

New clients

RecapRecap:

Page 19: Face Off Bulgaria - The Mystery Shopping Company

MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!

Page 20: Face Off Bulgaria - The Mystery Shopping Company

MSPA Membership

Participation in worldwide surveys – Smiling Report, Queue Survey

PR – in leading newspapers, on-line portals and TV

Increased profits

Page 21: Face Off Bulgaria - The Mystery Shopping Company

OTHER ACTIVITIESOTHER ACTIVITIES

Page 22: Face Off Bulgaria - The Mystery Shopping Company

New imageinteractive website, CD business cards, Facebook page, blog

Page 23: Face Off Bulgaria - The Mystery Shopping Company
Page 24: Face Off Bulgaria - The Mystery Shopping Company

PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference

SponsorSponsor

ReachReach

PresencePresence

Articles

Articles

ResponseResponse

Page 25: Face Off Bulgaria - The Mystery Shopping Company

AS A RESULTAS A RESULT

Page 26: Face Off Bulgaria - The Mystery Shopping Company
Page 27: Face Off Bulgaria - The Mystery Shopping Company

WHAT WE WANT TO DOWHAT WE WANT TO DO

Page 28: Face Off Bulgaria - The Mystery Shopping Company

Diversify

Ratings.bg

Open Days

Consulting

Training

Page 29: Face Off Bulgaria - The Mystery Shopping Company
Page 30: Face Off Bulgaria - The Mystery Shopping Company

THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN

Concept of Arnold Terpstra from Retail Reality, Holland

Page 31: Face Off Bulgaria - The Mystery Shopping Company

UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE

Page 32: Face Off Bulgaria - The Mystery Shopping Company

BenefitsBenefits Networking

Exchanging experience

Subcontracting

Partnerships

Quality stamp

ChallengesChallenges More value

Subcontracting

Raising awareness

Barriers to entry

Communication

Page 33: Face Off Bulgaria - The Mystery Shopping Company

QQ&&AA

Page 34: Face Off Bulgaria - The Mystery Shopping Company

Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study

Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO

Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company

66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010

Bali, IndonesiaBali, Indonesia


Recommended