What...
Providing a valuable Customer Experience depends on a great many things starting at the company's vision and proposition, the engagement of its leadership, all the way through to the nuts and bolds of the buying environment (off- or online) and the human elements providing 'purchase assistance', aka your sales and service employees.
​
Aligning the entire company to holistically focus on the desired Customer Experience is hugely important. The road there and further to a consistent but constantly evolving CX can be winding and obstacle ridden.
However, tackling some of the low hanging fruit is equally important. And rewarding!
Mystery Shopping, or 'Customer Mirror', provides insights into both your current CX and how it is influenced by your organization as well as shows first important areas of improvement you can tackle immediately.
How...
The basic idea behind Mystery Shopping is that we evaluate your Customer Experience by becoming your customer. It's that simple.
This can be as low-key as just visiting your sales environment, all the way up to actually going through the searching-, buying-, returning-, service processes. The intensity and the process setup obviously depend on your area of business. Needles to say is that the Mystery Shopping process is scalable.
​
Although the basics and the success of a valuable Customer Experience is rooted in human behavior and is thus omni-present, we have chosen to focus and offer our services to specific markets.
​
​We define three basic silos of Mystery Shopping/Research:
Result...
The outcome of this exercise is a summary of the experience, measured by standard values and values custom to your area of business.
We link these experience values to areas of improvement providing you with low hanging fruit, juicy enough pick and consume, as well as pointing out possible deeper organizational root causes of irregularities found during the experience.
Thus, after a successful Mystery Shopping tour we can both sew the first fruits of our labor and start planning to tackle the more elementary roots in the organization's culture that ultimately lead to an even more valuable Customer Experience.
Naturally creating a Valuable Customer Experience pays off in any business.
We choose to focus on the following markets:
Markets
RETAIL
REAL ESTATE
HOSPITALITY
AUTOMOTIVE
GASTRONOMY
SERVICES
In Real Life
Evaluate the op-close and personal. How does it feel to deal with you face to face?
MYSTERY SHOPPING
On the Phone
Evaluate the call-center, front desk reception, back-office service...
MYSTERY CALLING
On the Net
Evaluate the User Experience (UX) of your omnichannel touch-points.
USER EXPERIENCE
Pricing
If you were expecting a nice and clean overview of hourly rates and projects estimates, we apologize.
The message we want to get across here is that we tailor our prices depending on the project. This allows us to offer fair prices for projects for a 'Mom-and-Pop shop' as well as retail conglomerates, hotel chains or brand car dealers, to name just a few possibilities.
Please do contact us. We'll gladly come over, free of charge, to scope possibilities suited for your business.