You should know why Mystery Shopping is way more expensive to attract a new customer than it is to keep a current customer? It’s critical to attract and maintain customer loyalty with each customer that shops in your outlet. Mystery shopping can play a big role in establishing customer loyalty for it takes into account shortcomings, provides staff with feedback, and trains existing and prospective employees on how to overcome these shortcomings. With mystery shopping, you get unbiased, objective feedback on areas involving customers the most.
How does Your Customer Perceive your Business?
Any manager or supervisor finds it difficult to watch over your employees all the time during their shift. The task of a mystery shopper is to offer you feedback about employee behavior, store conditions, and prospective problems at the store. You can use the feedback from the mystery shopper to add additional training avenues that focus on and improve on overall customer experience.
Check your Benchmarks
If you had a sale or promotional event flop in spite of proper training and education, you’re not experiencing it by yourself. A great idea cannot pass muster for many different reasons. With mystery shopping programs, you can actively trace where the holes in the sale or promotion are. Taking the help of the mystery shopper, you can write a checklist of areas in which you’d like to monitor staff performance and carry out staff execution.
Maintain Alertness among your Employees
If you inform your employees of a mystery shopping program, it will help keep your employees alert, which actually enhances the customer experience. Vigilant employees keep watch their entire time on the floor activities, and this results in less customer turnover rates. With good behavior and a better customer experience, you will be able to increase sales and repeat business.
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Improve the Customer Experience with Mystery Shopping
Even with excellent staff training and education, you can be surprised to see a lack in sales and your business. When you are a manager, it is your duty to watch over your staff but it is impossible to watch them all the time. That’s where mystery shopping becomes important. The mystery shopper can be your vigilant employee on the floor by providing detailed feedback from the customer’s perspective. You can undertake a variety of tasks including video mystery shopping, customer surveys, call monitoring, and much more.
While decades ago, mystery shopping company was used as a tool to simply measure employee performance, nowadays, it’s used by businesses in the retail, hospitality, and entertainment industries to gauge the quality of the customer experience they provide.
Look at your business from your customer’s perspective.
Many organizations use their own staff to measure if they have efficient service. Having flaws usually results in biased observations.
Role-playing hides what you know about the business. Even if you try to eliminate and put aside everything you know about the company, you simply can’t be just an ordinary customer or client. Knowing your staff can offer you special treatment which they don’t usually do for usual customers.
A mystery shopper can eliminate this prejudice and give you the perspective of a real customer. Your everyday client who’s fully unaware of how the business operates, may not know your protocols and how you can train employees to respond to certain situations. Mystery shoppers can enhance brand loyalty there.
