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Customer Experience Audits

The level and quality of service you deliver to your customers is vital to your company's success. Your customers' total experience with your company and staff dictate whether your company will succeed or fall, whether you will be profitable or not. Simply having expectations about what sort of experience your customers will have is not a solid strategy, you have to inspect and monitor.

Our approach is different from traditional mystery shopping. We'll help you understand why your customers behave the way they do, rather than simply what they think, so that you can influence this emotional behaviour to drive sales and loyalty.

In the realm of customer service, perception is reality, and it's the customer's perception of the quality of your service delivery that is reality. In the customer's mind, all else is irrelevant!

Our Customer Experience Audits will show you the areas in which your organization's mode of operations may be out of sync or in conflict with customer values and to assess the degree to which resources need to be realigned. We'll also show you what is right and wrong about the emotional experience your customers have with you, not just in rational and functional terms but also in emotional terms.

Customer Experience Audits are valuable because:

• Most customers who have unsatisfactory experiences will not complain, they just never come back

• Dissatisfied customers are likely to tell many others about their experiences, you do!

• Impartial feedback reduces any perception of favoritism in incentive programs

• An analytical review will identify areas for improvement and additional education

Wouldn't you really like to know how your front-line staff interact with customers?

Are they helping you or hindering your success?

.... More

.... does your Customer Experience have planned happy endings?

Or, are you just leaving it to chance?

.... great Customer Experiences are differentiated by focusing on

stimulating planned customer emotions