Going undercover to shop on you own store or business can reveal unique opportunities for improvement. And some of these insights can be key to building customer loyalty and unlocking sales.
For those that haven't heard of secret shopping, it's essentially having someone you hire go to your store (whether online or physical), interact with the sales team, make a purchase, and then provide a detailed report on their experience.
As a business manager, you know the importance of customer retention. Competitors attempt to erode your existing customer base through advertisements, promotions or product enhancements, which in turn raise expectations for new customers. Although a shopper's life will not come to a grinding halt if their expectations aren't precisely met, little things do influence his or her overall shopping experience.
The role of the mystery shopper is to identify gaps that the customer might not voice - whereas the actual customer might simply decide to shop elsewhere.
Your website is the first step on your firm's journey to delivering an unparalleled customer experience in today's digital landscape. We review a user's overall experience and high-level performance factors as well as detailed technical information to accurately assess your site's overall performance, mobile friendliness, and SEO vitality while identifying opportunities for enhancement.
The ability to communicate effectively is the second critical step to providing an excellent customer experience. The way your employees answer customer queries will form your customer's first, and most often, lasting impression of your business. The person answering your help desk should be knowledgeable enthusiastic, and courteous. Nacent Marketing Secret Shopper Program has the right tools to ensure your front line stakeholders are driving customers into the store or back to the website.
In addition to gaining vital customer relationship management details for your own business with our onsite evaluations, you can also measure and analyze your competitors for a complete picture of the market.