Getting the customer experience right is possibly the most important part of your customer strategy.
Improving your customer experience can even grow your revenue by 5-10% over 3 years. So how can you assess that customer experience in a way that lets you track your performance?
Mystery shopping might well be the extra tool you need to add to your customer strategy.
Find out why it's time to think about mystery shopping.
So why mystery shopping?
You already know that a good customer experience is crucial to your growth. Mystery shopping can offer invaluable insights on what is, and isn't, working well.
Mystery shopping first began in the 1940s and it's most prevalent in retail. But any industry that wants to understand its customers and their experience can gain the benefit of mystery shopping.
89% of marketers think customer experience will be the key way to differentiate offerings by 2017.
So no matter what industry you're in, you should work on improving that customer experience as soon as possible.
Our mystery shoppers can measure how well your sites conform to your brand standards. Among other metrics, they will investigate
- Levels of service
- Efficiency of sales staff
- Risk management
Getting useful data insights relies on focus, investment, and setting achievable targets.
We audit our mystery shoppers to maintain their standards, so they can help you to maintain your own.
At its core, mystery shopping will let you identify what drives the highest ROI. That should form the bottom line of your customer experience management.
Then we can help you create action plans for each site to bring them all into line while improving their revenue generation.
How do I add it into my customer strategy?
There's no obvious trigger to tell you when you need to add mystery shopping. But if you're considering it, then that's a sign that it's time to try it.
We start by developing a questionnaire. It's worth testing it to make sure it yields useful data. We can also plug any information gaps before it rolls out.
The questions should prompt yes/no answers. The results need to be as objective as possible.
Then we'll link your data from mystery shopping to other inbound data, like our customer satisfaction surveys.
Because mystery shopping is more objective, it examines what creates customer perceptions around your offering. But the subjective surveys still allow you to understand what customers actually value.
Is there any overlap between these areas? You might be able to identify opportunities to reward loyalty, which should already be in your customer strategy.
It's also important to link the data from mystery shopping and satisfaction surveys to other metrics, such as financial data by location.
That way, we can help you to identify which elements of the customer based data gives the highest ROI. Keep doing more of that and work on the elements that give the lowest ROI.
Remember that customer experience is at the heart of your data
Once you have your data from our mystery shoppers, you can work on improving the experience for your customers. That leads to return visits, referrals, and growth.
If you reward your customer's loyalty, they'll reward you with more business.
And that will be the key to your success.
Now you're ready to explore the possibilities of mystery shopping, get in touch. We'd love to help you reach your full potential.
