How do you feel...
You products are solid and your market screaming for goods. Your prices are spot on, quality adequate to best in class. Nothing can go wrong now. All your rational boxes are ticked.
This is what your clients expect from you. No less.
​
But there's more they expect. Emotions fuel the differences that create love and loyalty. How does it FEEL to deal with you and your products?!
​
Let's find out together through Mystery Shopping and/or Customer Surveys.
OPEN & CO is all about the What, Why and How of CUSTOMER EXPERIENCE.
Our ultimate goal is to help companies create their most valuable Customer Experience.
Mysterious stuff...
Open & Co helps you investigate, map and reflect on how you're doing. Where are you doing well and where are you lacking to provide your most Valuable Customer Experience.
The process of Mystery Shopping shows us where we are.
We define three basic silos of Mystery Shopping/Research:
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
Customer Surveys.
Let's just ask...
A tiny portion of customers, less than 6%, will give you direct feedback about a negative experience. Far more will leave your business and go elsewhere, without a word.
Finding out how your customers value the experience of doing business with you is hugely important. One way to find out is, strangely, to just ask them.
As simple as this solution might sound, we do advice to do it right. We don't want your customers to have a bad experience whilst telling us about their experience...
​
Let' do it together: Customer Surveys
​
Connected topics: NPS, CSAT, CES and more abbreviations around measuring Customer Experiences
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