Benefits of Mystery Shopping
Customer Relationship Management - Through Secret Shopping
Customer
relationship management recognizes that customers are the foundation
of a business's success and that good customer
service is the key to retaining those customers. A company that can
identify and correct its weaknesses will maintain a competitive advantage
over its competition by continually improving customer loyalty thus increasing
sales. Secret shopping is the most cost-effective method of measuring customer
service and is the linchpin of customer relationship management.
Customer Perspectives™ is one of the country's first secret
shopping companies and one of the most respected. Our secret shopping studies
systematically measure a pattern of strengths and weaknesses in service
delivery and help companies develop an effective customer relationship
management program. We have a proven record of providing:
- baseline studies
- incentive programs
- training needs assessments
- competitor comparisons
- manager assessments
- recommendations for service improvements
Secret shopping will increase your profits because...
Customer Service Counts
- Research has proven that quality customer service is a profit strategy.
- Improved customer service helps you:
- retain current customers by enhancing customer loyalty
- attract new customers
Satisfied customers will tell an average of five people about their positive experiences in your stores Conversely, dissatisfied customers will tell an average of 10 people about their bad experiences. There is no doubt that better service and a well-planned customer relationship management program increase market share and, ultimately, profits.
Read success stories of how our mystery shopping programs have helped improve customer service!
Sales Ability Counts
- Employees will do what you inspect rather than what you expect.
- Monitoring sales efforts through secret shopping will provide coaching information as well as identify training needs and measure training efforts.
- Secret shopping reinforces sales skills, such as suggestive selling and closing the sale.
Cutting Costs Counts
- Secret shopping helps you save training dollars by identifying specific training needs.
- You can reduce the need for administrative overhead with the valuable information provided from our secret shoppers.
Secret Shopping Will Help You:
- retain current customers
- attract new customers
- improve customer service
- monitor employee compliance with procedures
- enhance employee sales ability
- reward valuable employees
- identify training needs
- measure training efforts
Secret shopping is thus a valuable and cost-effective tool for gathering information about the actual customer service experience at your company so you can develop a successful customer relationship management program.
Call Toll Free 800-CPSHOPS, to find out how Customer Perspectives' mystery shopping programs can improve your bottom line!
Call Toll Free
800-CPSHOPS
to find out how Customer Perspectives' mystery
shopping programs can improve your bottom line!
What our clients are saying...
"Your reports have enabled us to identify valuable employees, measure the effectiveness of training and increase sales..."
Betsey Johnson
Check out our client newsletter!
Filled with great tips and advice on successful mystery shopping programs,
training and upcoming seminar and conferences.
CLICK
HERE
"Though we have spoken with other mystery shopping services, we continue to stay with Customer Perspectives™ because of the quality of your reports..."
Brookstone
Fact:
If 20 customers are dissatisfied with your service,
19 won't tell you. Fourteen of the 20 will take their business elsewhere.
"The information we have received in these reports has been instrumental in identifying t hose clubs whose training efforts have been successful..."
BJ's Wholesale Club
charter member of
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