As a company owner, you must always be on the lookout for new and innovative methods to increase your sales. Typically, businesses will develop new goods and support marketing campaigns that will increase the amount of time and money spent promoting these new products. Owners often overlook how important the customer experience is to customers and that this is the area in which they should concentrate their efforts.
As shown in a recent American Express research, most of the people who participated in the poll preferred to do business with companies that offer exceptional customer service. According to the findings of the survey, Americans do not merely expect to obtain exceptional customer service. It is so important to them that they are ready to pay for it. Companies that provide excellent customer service are willing to spend an average of thirteen percent (13 percent) more on their products and services, according to seventy percent (70 percent) of the participants. A further 78 percent of consumers would prefer to cancel a transaction than do business with a company that provides poor service.
Contrary to the widespread popularity of internet shopping, nearly half of today’s customers still prefer to buy in brick-and-mortar shops where they can physically inspect and feel the merchandise before making a purchase. Also crucial is how people feel about the buying experience, which is just as significant as the quality of the goods they’re contemplating. As a result, there has never been a time when customers had greater expectations for exceptional customer service. Consumers want – and demand – a pleasurable in-store shopping experience, high-quality items, and a return policy that is simple and straightforward.
Why Should You Consider Hiring A Mystery Shopping Company?
It is critical to understand the customer’s point of view when in the shop in order to remain competitive in the ever-changing Internet industry. Identifying the quality of service being offered allows merchants to remain on top of the customer experience on a more proactive basis.
It is possible that your company may lose out on possibilities to increase brand loyalty and develop the shopping experience necessary to compete with online retailers if you do not get input from mystery shoppers. Here are four ways in which a Mystery Shopping Program may help you improve your customer service experience.
Look at Your Company Through the Eyes of Your Customers.
There is no one else in your organization who can supply you with the same level of insight that a mystery shopper can. Your workers’ conduct, the state of the store, and any possible problems are all observed by them, and they are then responsible for providing useful information about those findings.
Determine Whether or Not Your Best Practices are Being Followed.
The mystery shopping business that you choose will collaborate with you to develop a thorough checklist of the exact areas where you want to evaluate employee performance. They will then provide feedback on how well your team members are doing in comparison to your expectations. For example, are they aggressively servicing customers or are they just hanging about seeming uninterested in what they are doing?
Maintain High Levels of Employee Vigilance
Many company owners wonder if they should tell their employees that they have begun a surprise shopping program. The answer is yes, and this is something that they should do. This will aid in the development of a high-trust culture inside the organization, and you will notice that your staff are more engaged and putting their best foot forward as a result. It is anticipated that this behavior will enhance the consumer experience, resulting in increased sales and repeat business.
Concentrate Training Efforts Where They are Most Needed.
Your ultimate aim is to enhance the customer experience, and a mystery shopping program will teach you how to accomplish that goal efficiently and effectively. Skilled mystery shoppers may go above and beyond the scope of the assignment to assist you in identifying and prioritizing the training programs that will have the biggest impact.
Hire a mystery shopping organization with a proven track record, and keep in mind that although great input may cost you money, unhelpful feedback will cost you much more. When evaluating the advantages of a mystery shopping program, the best method is to participate in one yourself. Are you prepared to begin? To book a consultation with Reality Based Group, please contact us immediately.