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The strategic differential between various competitors on the market is the service excellence. An optimal customer service makes the difference between an outstanding company and a mediocre one. The mission of a reputable and reliable firm is to create a service oriented corporative culture and to train its team in order to create consistently exceptional customer experiences. However, this is not easy to achieve. Achieving the optimal balance running operations efficiently, developing the capabilities of your team, and pleasing customers is a real challenge. In order to receive an accurate assessment of customer feedback you need a tool that provides the necessary information for you to manage, measure, and improve your team’s performance, customer experience, and your bottom line. This powerful tool is mystery shopping, a specialised service provided by third party companies. Mystery shopping programmes will serve to both coordinate and rally your entire organization. A mystery shopping company can be your perfect partner that helps focusing your team on flawlessly delivering the best customer experiences. Customized Strategy Your company needs to consistently align your corporative vision with your customer’s expectations. A mystery shopping partner can help building company mystery shopping programmes that are customised to ensure compliance to your operational standards and best practices. This kind of programme not only will deliver intelligence to you and create a measurement tool, but will also help you build sustainable success by infusing that very information into your company culture. This ensures a long term vision and strategy. Mystery shoppers are professional experts sensitive to the complete service experience. They are independent contractors that go beyond simply measuring sights, they quantify the intangible characteristics that make your brand unique. Mystery shoppers will expertly and objectively evaluate every step of the customer experience and provide you accurate feedback to measure compliance to your best practices. This way they help you achieve improved customer loyality and more sales. How to Set Up a Mystery Shopping Program Building company mystery shopping programmes consists in implementing the right tools to measure customer experience. The ultimate scope of these programmes is to help your business improve operations, sales and profits. Mystery shopping is a tool to measure the quality of the experience your customer has when interacting with your firm, buying a product or service. Mystery shoppers are hired as independent contractors and they "pose" as regular customers, operating in stealth-like fashion in order to assess your customer service and business operations. They may use specific strategies and tools such as purchasing a service or product, calling your customer service department, asking questions of sales reps, taking photographs, registering complaints, and behaving in other ways. Building company mystery shopping programmes can be applied in any industry, with the more common venues including healthcare facilities, car dealerships, hotes, restaurants, banks, and retail stores. Mystery shopping programmes are relatively well spread across North America, the UK and Europe. Mystery shopping companies provide qualitative and quantitative objective feedback about their customer experience in order to help business owners to measure the training and performance of their frontline employees, find out if their stock, products, pricing, and placement are appealing to customers, identify if employees are following company compliance practices or procedures, learn if competitors do a better job at operations, marketing, service, and sales, and increase focus on service and selling.
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