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The first step to any successful customer experience management program is to listen. Listening can be a challenge, especially when conversations are occurring online, through your customer service channels, and within your place of business. We make it easy! Use our customer feedback systems to get the most information from your customers.
Simply listening is not enough; you have to measure to see what the customer sees and experiences. Evaluating operational procedures gives you insight into the correlation between your standards and customer expectations, allowing for actionable data collection.
Engagement lets your customers know you care and want to provide them with the best service possible. Monitor online conversations and feedback to better engage with customers. Take it one step further with qualitative research methods and really get
to know your consumers. Consider adding a blog to your website - we can help!
One area that we see a need for improvement, when implementing a new Mystery Shopping program for a client, is the cross-sell question. "Did the employee attempt to cross sell when you placed your order?" That answer can make a huge difference to your bottom line.
Using the calculator below key in the figures that are applicable to your business and look at how much money you could be losing just because an employee didn't make the cross sell suggestion.
This is the one question on an evaluation form that can actually pay for your mystery shopping and then some!