Benefits

Marketing research through observation enables managers to clearly see the customers experience from start to finish. This includes how they are welcomed when entering the shop, the quality of the display, the friendliness of the staff and the overall customer experience they go through when making a purchase.

Management can use this information to make key changes to enhance the customer service quality of the business to better satisfy customers in the future.

Mystery Shopping can also assist management with staff evaluations. Staff will act naturally if they don't know someone is observing their every move, which allows us to measure their level of politeness, professionalism, ability to cross sell and product knowledge.

An effective Mystery Shopping programme will:
* Improve Customer Service levels -deliver consistent service that meets set standards
* Improve Employee performance
* Recognize and reward valuable Employees
* Increase Customer loyalty
* Increase Customer retention
* Increase sales
* Help employees follow the correct sales process
* Emphasizes the need for training
* Enhance Customer perception
* Highlight trends and weaknesses
* Evaluate store or franchise compliance with established operational standards

Select Mystery Shopping to:

* Prevent the loss of your most valuable asset - your hard earned customers
* Provide managers with clues as to why customers do or do not return as repeat clients
* Help managers assess the variables that can affect customer satisfaction and
employee performance
* Help management of organisations with outlets spread across the country to ensure
that the standard of quality and service is consistent at all locations
* Give you the opportunity to witness how your average customers view your customer service
* Identify whether or not company standards are being met in all locations
* Measure your current employee performance
* Identify problem areas
* Re-train in those areas
* Re-measure the service quality to see if an improvement has resulted

You rely on sales figures to measure who your best sales people are, but do you know which of your outlets are your best service providers?

With Mystery Shopping you will have a quantitative way to recognize your best performers and congratulate them on a job well done.
Increased sales and service awareness on the part of your store team should increase your close rate, the add-on sales and your repeat business. Increasing the close rate and add-on sales in your stores is probably the easiest and most inexpensive way to increase sales and profitability in your stores because those customers are already there.

By repeated, impartial evaluations being conducted over time, performance of the team and the company can be assessed accurately.

Training - Live The Brand

Imbue Consulting can help your company identify key training areas relating to customer service. You can also see whether or not your staff are successfully living and working your brand. Training courses can then be customised to enhance levels of cutsomer service. Such courses will have a strong foucs on Emotional Intelligence (EQ) as it is EQ (or the lack thereof) that is the core driving force which influences behaviour. Equipping your staff with EQ skills will significantly impact the way in which they interact with customers.