Did you know that when customers are unhappy with their shopping experience, there’s a 91% chance they won’t do business with you again? And according to that same article in Inc. Magazine, when a customer is dissatisfied, that customer tells 9 to 15 people about their bad experience with your company.
However, it’s not likely that they will tell you directly. Instead, you learn from what they post in an online review after the fact. And with the popularity of online reviews today, think about how far that dissatisfaction can spread!
Customers that have positive experiences are unlikely to leave reviews. In fact only one in 20 happy customers will leave a positive review. And since it takes 40 positive reviews to undo the damage of one negative review, you’re fighting an uphill battle.
But what if you could change the customer experience and resolve their problems before they leave unhappy or dissatisfied?
Do You Need a Mystery Shopping Program?
While online reviews provide a business with general feedback both positive and negative, a mystery shopping program focuses on the customer’s experience from start to finish. And you’re guaranteed to get feedback from your mystery shopper whether it was a positive or negative experience.
Through a shopping program, your business will be measured on product knowledge, ability and willingness to assist, and overcoming customer objections. Mystery shoppers also observe the condition of the store, employee behavior, and note any potential problems. They will see your business precisely the same way as your customers.
This will provide you with data to help you identify strengths and weaknesses, while also pointing out opportunities for short term- and long term- improvements.
Creating Satisfied Customers
Mystery shoppers allow you to shift your focus from simply delivering a good or service to providing exactly what your customers need and expect from your business. You’ll learn to do more of what’s working, and train your staff accordingly. You’ll have the ability to focus on areas that aren’t working as intended.
The data from your mystery shopping program will help your team have a very clear idea of what you expect from them. This, in turn, works towards improving the customer’s experience.
The type of customer satisfaction you can provide is the difference between receiving a negative and positive review. In the first scenario, your customer vows not to do business with you again. Now contrast that with a happy, positive experience where you create a customer for life.
Interested in mystery shopping, but want to take it up another notch? Learn about our nationwide video mystery shopping program at Shoppers’ View. Please feel free to email us at firstname.lastname@example.org or fill out the contact form on our contact page. In the true spirit of customer service, all inquiries will be answered.