Tag: customer experience

Customer experience data is most powerful when it drives action. Learn how leaders use CX insights to improve performance, align teams, and make better decisions quarter by quarter.

Mystery shoppers do far more than complete assignments. Your observations, timing, and reports fuel customer experience research that brands rely on to improve service and solve real problems.

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Companies often say they want customer, employee, or compliance insights. But the real 
question is—are you ready for what those insights may reveal?

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.