Italian version
 
CONSORTIUM // Mistery (Cold Calling) 
MYSTERY CALLING, REPAIRING OR SHOPPING: A FUNDAMENTAL TOOL FOR CRM – IT HOWEVER NEEDS CONTROL AND CERTIFICATION TO:
  • Monitor and measure the performance of the services offered
  • Improve customer loyalty
  • Increase awareness in collaborators as for what is truly important for Clients
  • Reinforce the positive relationship between collaborators and management
  • Guarantee the quality of products/services offered
  • Be sure that the value of the brand and product are adequately communicated
  • Support promotional programs
  • Monitor claims on prices and retail activity
  • Improve competitive analysis
  • Recognize training requirements to improve sales opportunity
  • Improve front-line positive relationship with customers

How? What?

Quality Milestones: credibility, training and control through:

  • a preliminary start-up stage involving the Customer, building one or more “theaters”/scenarios
  •  an accurate profile selection of surveyors
  •  a briefing session with audio and visual supports
  •  a capillary network of supervisors on the entire territory
  •  total and complete revision of data
Mystery Calling (Cold Calling): inbound phone calls to contact centers in-house and in-outsourcing, conceived to obtain an assessment of the service offered. In the set-up stage of the survey, pilot phone calls are made, eventually listened to by the Customer who can intervene on the structure of the survey form and/or correct eventual errors of the mystery caller.

Mystery Shopping/Repairing: analysis of the research through visits of a mystery client sent by us. Surveyors are trained with an audiovisual guide purposely set up for the research. In case of retail stores, Mystery Shopping can be flanked by a series of exit surveys on shops and/or interviews with their personnel through use of Personal Digital Assistants (PDAs). The research offers “real time results” the day after the survey through an alert message directly on mobile phones or via Web with protected access.


 

FOCUS ON
 
SEARCH NEWS
 
 
SKY News
Istituto Piepoli on SKY TG24. The results of public opinion's monitoring last week.

 
Public Opinion.
Istituto Piepoli on La Stampa - The news that five more hit the Italians every Wednesday on the national daily "La Stampa"

 
Master MitMea 2011-2012.
Istituto Piepoli, "Dante Alighieri" University of Reggio Calabria: Master Marketing Intelligence.

 
L'opinione degli italiani-Annuario 2010
L'OPINIONE DEGLI ITALIANI-Annuario 2011, by Nicola Piepoli and Roberto Baldassari. Edited by FrancoAngeli.

 
 
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  MILLEMENTI
A community of Opinion Leaders that puts together the best ‘brains’ of the Country in the many fields that control its economical, social and cultural life. Thanks to the constant collaboration with both the Academic world and the Communication & Marketing field, Piepoli Institute has created two new proposals:
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