Far too many businesses fail to focus on the customer experience they deliver. Ignoring customers and how they perceive a retail location can prove devastating long-term. By putting customer experience in the background, a company cannot thrive for any extended period. How does a company know if it’s succeeding or failing on this front, though? Check out these solutions to figure everything out and start making changes today.
Mystery shopping
Without a doubt, mystery shopping provides an honest perspective on a location’s customer service performance. A shopper can review a physical store, a telephone hotline, a website, or even a local competitor. Businesses need to take this information and utilize the feedback to initiate changes to their current protocols. From there, customer service can transform from passable to excellent and memorable. Thousands of companies rely upon mystery shoppers and have for many years.
Other Options:
Customer Satisfaction Surveys and Exit Interviews
More simple solutions include the customer satisfaction survey and the exit interview. Fortunately, both are quick and affordable solutions that provide feedback for a business. Satisfaction surveys can be completed from a mobile phone, but exit interviews are carried out as patrons leave a location. Each option provides a business with vital information about its performance in the customer’s eyes. In most cases, exit interviews produce more accurate and in-depth responses than a customer satisfaction survey.
Businesses tend to say the customer is always right, but they don’t necessarily believe their own words. However, the customer experience is perhaps the single most important thing for retaining customers and growing a company. No location should assume it’s performing well in the customer service department without concrete proof. Sometimes, a great mystery shopping company is needed to initiate change. Above Benchmark offers these services and countless others to help businesses improve their performance. Visit www.abovebenchmark.com.au for an overview of their services.
