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The MSPA Workshop Week 2019

The MSPA Workshop Week 2019

Programme Workshop Week 2019 (pdf)

 

 

After the phenomenal success of our workshop week in Prague, we have responded to demand by scheduling a follow up event in AMS in March 2019. The feedback supports our objective of providing Account Managers from member companies with the ability to Connect, Learn and Share in a non-competitive environment

20 & 21 March 2019
Steigenberger Schiphol Hotel, Amsterdam, The Netherlands

These high-profile workshops are organized over 2 days and allow you and your colleagues the flexibility to choose if you would like to attend 3 sessions or all 6

Please share this event with your staff in the office; from Directors to Project Managers – all are welcome to network, share and learn at the MSPA Europe/Africa Workshop Week.

Register before January 15th, 2019 & receive a 10% Early Bird discount!

The workshops will all be run by leading professionals from within our industry. This event offers the perfect opportunity to meet and share ideas with other Mystery Shopping professionals and return to your offices with lots of new ideas…

Are you joining us? 

Confirm your attendance today as individual workshop places are limited!

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Incoming President MSPA Europe/Africa, Founder ToplevelServices

Read more
Rena Shaw

Rena Shaw

Founder Storecheckers

Read more
Jill Spencer

Jill Spencer

President MSPA Europe/Africa, Director ReactCX

Read more
Nigel Cover

Nigel Cover

Past President MSPA Europe/Africa, Founder Cover Consulting

Read more
Luis Duarte

Luis Duarte

Owner MORE by Pentaudis

Read more
Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

Read more

March 19th, 2019 - Tuesday

19:00 - 19:30 hrs

Welcome drink delegates and trainers

19:30 - 21:00 hrs

Dinner & Networking

March 20th, 2019 - Wednesday

08:45 - 9:00 hrs

Welcome Coffee

9:00 - 9:30 hrs

Opening & Welcome

Stefaan Vandroogenbroeck

9:30 - 11:00 hrs

Workshop
Positioning and Selling Mystery Shopping

Nigel Cover

Positioning and Selling Mystery Shopping - Nigel Cover

  • The market and our opportunities
  • Finding your truth - what makes your business special
  • Why Buys - a winning formula or selling more

11:00 - 11:15 hrs

Coffee Break

11:15 - 12:30 hrs

Workshop
Questionnaire Design & Set Up (part 1)

Keira Mackenzie-Smith

Questionnaire Design & Set Up - Keira Mackenzie Smith

  • Setting Project Goals is Critical. What Outcome does the Client Wish to Achieve?
  • Using Project Objectives to Design 
    • Mystery Shopping scenarios 
    • Sampling and Frequency
    • SMART Questionnaires
    • Constructing Questionnaires that Deliver Valuable Insight

12:30 - 13:45 hrs

Lunch

13:45 - 15:00 hrs

Questionnaire Design & Set Up (part 2)

Keira Mackenzie-Smith

Questionnaire Design & Set Up - Keira Mackenzie Smith 

  • Setting Project Goals is Critical. What Outcome does the Client Wish to Achieve?
  • Using Project Objectives to Design 
    • Mystery Shopping scenarios 
    • Sampling and Frequency
    • SMART Questionnaires
    • Constructing Questionnaires that Deliver Valuable Insight

15:00 - 15:15 hrs

Coffee break

15:15 - 16:30 hrs

Workshop
Fieldwork and Quality Control

Rena Shaw

Fieldwork and Quality Control - Rena Shaw

  • Recruiting and briefing Quality Mystery Shoppers
  • Tracking progress and managing gaps
  • Editing and quality control, inspiring continuous shopper improvement

19:30 - 21:00 hrs

Dinner & Networking

March 21st, 2019 - Thursday

9:15 - 9:30

Welcome Coffee

9:30 - 11:00 hrs

Workshop
GDPR – How it affects Mystery Shopping 

Nigel Cover

GDPR – How it affects Mystery Shopping - Nigel Cover 

  • The background, why it exists and who it projects
  • Being a Data Controller and obligations to your shoppers and employees
  • Being a Data Processor and obligations to clients and their employees
     

11:00 - 11:15 hrs

Coffee break

11:15 - 12:30 hrs

Workshop
Motivation and Improvement of Mystery Shoppers (part 1)

Keira Mackenzie-Smith

Motivation and Improvement of Mystery Shoppers - Keira Mackenzie Smith 

  • Creating Effective Shopper Training Programs
  • Training the Trainers - Adult Learning Methods 
  • Celebrating, Motivating and Incentivising Shoppers

12:30 - 13:45 hrs

Lunch

13:45 - 15:00 hrs

Motivation and Improvement of Mystery Shoppers (part 2)

Keira Mackenzie-Smith

Motivation and Improvement of Mystery Shoppers - Keira Mackenzie Smith 

  • Creating Effective Shopper Training Programs
  • Training the Trainers - Adult Learning Methods 
  • Celebrating, Motivating and Incentivising Shoppers


 

15:00 - 15:15 hrs

Coffee break

15:15 - 16:30 hrs

Workshop
Growing your Business 

Luis Duarte

Growing your Business - Luis Duarte

  • Mission, Vision and a Clear Value Proposition
  • Being internally organized to grow
  • Which directions to grow? More sectors? More markets? More services? (Training & Coaching? Employee Engagement? Market Research? CX?
     

16:30 - 16:45 hrs

Closing

Register before January 15th 2019 & receive a

10% Early Bird discount to the registration fees!


2 DAY's Workshop Special package € 785,- includes; 

a 10% discount, dinner on Tuesday & Wednesday evening, all 6 workshops and all workshop materials - ...register before January 15th, receive an extra 10% early bird discount and pay € 696,-

1 DAY Workshop package € 375,-  includes; 

the 3 scheduled workshops on the day of your preference and all workshop materials (dinners on tuesday and Wednesday can be reserved separately on the next page)

To start your online registration click the "sign up" button or open the online registration form here


Discount codes available

EARLYFULL - 10% Early Bird discount and an extra 10% discount when you regsiter for the full 2 days of workshops (availabe until January 15th, 2019)
EARLY - 10% Early Bird discount (available until January 15th, 2019)
FULL - 10 discount when you register for the full 2 days of workshops (available between January 15th and March 19th, 2019)

Include the code in the discount box when you tick your registration fee!


Registration fees

Tuesday 19th March 2019

Pre-workshop Dinner & networking 

€ 60

 

TOTAL PRICE for Tuesday 19th March 2019

 

€ 60


Wednesday 20th March 2019

Workshop package DAY 1

  1. Positioning and Selling Mystery Shopping
  2. Questionnaire Design & Set Up
  3. Fieldwork and Quality Control

€ 375

 

Informal Dinner & networking

€ 60

 

TOTAL PRICE for Wednesday 20th March 2019

 

€ 435


Thursday 21st March 2019

Workshop package DAY 1

  1. GDPR – How it affects Mystery Shopping
  2. Motivation and Improvement of Mystery Shoppers
  3. Growing your Business

€ 375

 

TOTAL PRICE for Thursday 21st March 2019

 

€ 375


SPECIAL PRICE for the complete 2 DAYS package Euro 870 -/- 10% discount

(2 days of 6 workshops, refreshment breaks, 2 lunches & 2 dinners)

€ 785

The workshops will be organized at the Steigenberger Schiphol Airport Hotel, Amsterdam, The Netherlands.

Be advised that if your require hotel reservations you need to arrange this directly to the Steigenberger Schiphol Airport Hotel, it’s NOT included in the Workshop fee.

  • The Steigenberger Schiphol Airport Hotel offers a special room rate of € 145,- per night, including breakfast, single occupancy to all workshop participants.
  • Please reserve your hotel room in time; only a limited number of rooms are available for this special fee and all rooms are available on request

HOTEL RESERVATIONS

Rooms can be reserved by sending an email request with your arrival & departure dates to meetings.airporthotel-amsterdam@steigenberger.com / Ms. Anne-Miek Dicker - mentioning the key word “MSPA Workshops” or via telephone +31 20 5400-886

Of course you are can search ont heir website as well - https://www.steigenberger.com/en/hotels/all-hotels/netherlands/schiphol-oostamsterdam/steigenberger-airport-hotel-schiphol


It is a fantastic and easy to reach hotel:

During your stay at the hotel you can make use of a free of charge shuttle service from and to Amsterdam Schiphol Airport – located at the bus stop number A9. 
Directly outside the arrivals at Schiphol Airport on the right hand side; You just have to follow the yellow sign with "Hotel Shuttle Bus Stops" and you will end up at the right Bus stop, named Steigenberger.
It is only a 10 minute drive…. You will definitely recognize the shuttle as the name of the hotel is marked very big on the bus!

  • From the hotel to Schiphol Airport the first shuttle departs at 6:00 am and the last shuttle will depart at 11:30 pm.
  • From Schiphol Airport to the hotel the first shuttle departs at 6:15 am and the last shuttle will depart at 11:45 pm.

Steigenberger Airport Hotel, Amsterdam
Stationsplein ZW 951
1117 CE Schiphol-Oost, The Netherlands
Tel.: +31 20 5400-886
E-Mail: anne-miek.dicker@steigenberger.com 

Their are several hotels in the area if you like to stay at a different place or....combine the event with a short stay in the city of Amsterdam! With the free shuttle service and the train station close by it is just 30 minutes away of the city centre of Amsterdam.

FROM THE AIRPORT or TRAIN STATION SCHIPHOL

Free hotel shuttle service: 

Directly outside the arrivals at Schiphol Airport on the right hand side; You just have to follow the yellow sign with "Hotel Shuttle Bus Stops" and you will end up at the right Bus stop, named Steigenberger.
It is only a 10 minute drive…. You will definitely recognize the shuttle as the name of the hotel is marked very big on the bus!

  • From the hotel to Schiphol Airport the first shuttle departs at 6:00 am and the last shuttle will depart at 11:30 pm.
  • From Schiphol Airport to the hotel the first shuttle departs at 6:15 am and the last shuttle will depart at 11:45 pm.

Please find below the address and contact details, including webaddress
 
Steigenberger Airport Hotel, Amsterdam
Stationsplein ZW 951
1117 CE Schiphol-Oost, The Netherlands

Taxi: It´s a 15 minutes trip and costs around Euro 20,-

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Incoming President MSPA Europe/Africa, Founder ToplevelServices

Stefaan Vandroogenbroeck - Incoming President MSPA Europe/Africa, Founder ToplevelServices

Stefaan is an expert in the field of Mystery Shopping and Customer Service Relations. During his early career, he successfully created and managed three different contact centers in Belgium and the Netherlands. During the last 8 years he has established himself as an expert in the creation and ongoing management of Mystery Shopping and Market Research projects.  He has also qualified as a trainer/coach during this time.

It was whilst working as a Contact Center Manager that Stefaan discovered the value of using Mystery Shopping techniques. He was so motivated by this experience that he moved across to work for a Belgian Mystery Shopping company.

After three successful years as part of the Mystery Shopping world Stefaan was promoted to the role of Associate Director, and such was his passion for his work that he decided to set up his own company in Lille in early 2010. 

Stefaan's strong background and extensive experience in his field of operation, together with a continuous and infectious enthusiasm, has helped ensure that together with his skillful team, he will continue to drive local and European Mystery Shopping projects to a successful conclusion for his clients.

As a member of the MSPA European & African Board, Stefaan continues to work with expertise and passion for Education & Accreditation as Vice President .

Rena Shaw

Rena Shaw

Founder Storecheckers

After completing her degree in Social Anthropology, Rena joined Rumbelows Thorn Head Office as a Graduate Trainee, completing a Masters Degree in Politics and Government in the evenings.

Rena moved to Dixons Retail as a Trainee Buyer, just at the commencement of their period of exponential growth. Dixons provided a fascinating insight into an enormously successful retail organisation. It was a thrilling environment to work in, and much was learnt about teambuilding from their successful approach of the buying and marketing teams working in unison.

Rena’s working experiences and the belief that Customer Service was an often forgotten vital ingredient in business, led to the establishment of Storecheckers Mystery Shopping, set up with Jeff Caplan in 1989. Since its formation Storecheckers has become a respected player in the field of Mystery Shopping, Market Research & Training, improving customer satisfaction and client success rates.

Rena’s moto is that life is to be loved and laughter is the best medicine. She loves spending time with family and friends, travelling anywhere but especially on long train journeys and exciting destinations such as Siberia, Mongolia and Albania,  and also ogling at Bruce Springsteen’s gyrations.

Jill Spencer

Jill Spencer

President MSPA Europe/Africa, Director ReactCX

Jill is Director, at ReactCX.  She has worked as a mystery shopping service provider at senior level since 2000, having previously earned a strong reputation for expertise in the Customer Experience arena whilst working in varied and challenging roles for blue chip retailers. 

Over the past 20 years, Jill’s core objective has been to raise the profile of customer service in business. It is a testament to her passion and commitment for the subject that the companies Jill has worked for, and in partnership with, now place customer service at the very top of their boardroom agenda.

Her more recent work focused largely on the engagement and education of frontline workers.  By raising the level of understanding that the frontline has – and providing clear leadership and direction relating to individual and team goals – a more engaged work force has evolved, as well as a clear movement from a ‘task focused’ to ‘customer centric’ work ethic. Of specific interest at board level, the work also identified clear correlations between higher engagement levels and stronger sales performance across the client organisations that Jill worked with during this study.

Jill has written a series of case studies on the value of mystery shopping, including some high profile return on investment work, and has had several articles published on this subject.  She has also spoken at conferences throughout the world on the topic of Customer Experience.  Jill has worked as a board member of MSPA Europe since 2012, and was appointed President in 2017.

Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!

Nigel Cover

Nigel Cover

Past President MSPA Europe/Africa, Founder Cover Consulting

Nigel is a Senior Executive with a wealth of experience with leading Mystery Shop and Customer Experience organisations on a global stage. Past President of MSPA Europe 2011/2013 and Chair of the Global Advisory Committee in 2015.

In 2017 appointed by the MSPA Europe/Africa board as external Strategy Consultant.

His passion is simple, people make the difference in business - their engagement as an employee and experience as a consumer are what makes a brand powerful and successful. With extensive knowledge in the fields of Customer Experience, Customer Insight, Customer Loyalty and Employee Engagement he has a broad and unique 

Having been involved in market research and the mystery shopping industry almost all his working life, he has extensive experience of advising clients how Insight and measurement tools can work together to maximise their ROI. 

His particularly formative experiences included setting up and managing the expansion of operations in UK, Germany, France, Spain, USA and APAC.

Nigel has focused his expertise on the areas of balanced scorecard implementation, standards measurement, training, incentive and reward tools.

Regardless of the nature of project work being undertaken, Nigel will always focus on delivering best value to his clients, by ensuring that there is a continuous emphasis on speed, accuracy and technology to make information more accessible, actionable and reliable.

Luis Duarte

Luis Duarte

Owner MORE by Pentaudis

Luis Duarte is a graduate in Hotel Management and founded MORE by Pentaudis in 1998, having previously worked in Management positions in Hotels & Tourism and in Retail, in Portugal, Germany and England. His work experience was gained working for Accor, Sheraton and Lidl. Currently Luis heads a team of 17 dedicated professionals that are focused on helping their clients improving their customer experiences. Pentaudis is split into two Business Units – Mystery Shopping and Market Research & Data Analytics – and offers within these units various management tools, that are used in line with the client’s specific goals. Luis is very involved with the internal and external clients and one of the areas he is responsible for delivering results is Innovation. In his free time Luis likes to spend time with family & friends and to practice sports, specially Bootcamp, and reading, reading, reading!

Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

Keira Mackenzie-Smith is a Hong Kong-based entrepreneur leading the dynamic team at Learning Curve Solutions. Learning Curve partners with service industry clients to create tailored programs in mystery shopping, research and management training. Learning Curve had its beginnings in Australia in 2005 before moving HQ to Hong Kong in 2010. Keira has a rich background in management consultancy, professional training, and of course, mystery shopping. Her enthusiasm and inspiring energy for the service industry drives her to make exceptional service a standard, not just a desire. During her years working as an accredited vocational education specialist, Keira built two successful businesses focused on grassroots training. One an accredited Australian vocational training college; the other, Learning Curve Solutions, a specialist training and research company working with service-related management teams in Australia and across Asia. Keira’s qualifications and professional skills lie in HRM, training and program design, business and operations management, consumer research and project management. Learning Curve.

INTERNATIONAL SERVICE CHECK
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