Research shows that it is the quality of human interaction which has the greatest effect on customers' perception of an organization. Therefore where there is a thin line between competing products or services, quality customer service delivery can give your organization the competitive edge.
High customer service standards enable many firms to charge a premium for their products. Yet in many ways, good customer service can be at no cost or minimal cost to an organization. Therefore, improved customer service is a simple and affordable route to increased profitability.
Repeat business is another key profit enabler. It comes from ensuring customers are genuinely and completely satisfied with, and preferably pleasantly surprised by the quality of your product. Repeat business save unnecessary expenditure on advertising and promotion to attract new customers.
Therefore, understanding your customer and his/her experience with your organization - whether in-person, via your contact centre is essential in targeting new business and retaining current customers. Using our mystery shopping services can help you achieve high customer service standards, repeat business and also identify other key areas needing improvement, and then implementing a success strategy based on our actionable recommendations. Our programs will help see improved employee performance, increased loyalty and retention rates culminating in maximized profitability.
It is the employees who brings the brand alive, hence it is imperative that their sales and service behaviors be aligned with the brand promise. Actions speak louder than words. Organizations spend millions of Naira on external communications to define an emotional connection with the customer. However, when a customer perceives a disconnect between an employee representing the brand and external communications, a certain level of ambiguity creeps into the brand experience. The result severely undermines the investments, not only for the customer in question, but their entire social network.
In today's increasingly connected world, one bad experience could be shared with hundreds if not thousands of friends via social networks times over. Mystery shopping is an excellent tool to align sales and service behaviors to the brand. Mystery shopping programs, when administered properly helps identify the sales and service behaviors that matter most - those which drive purchase intent and customer loyalty.