Mystery Shopping Call
Customer experience matters now more than ever as the coronavirus pandemic continues to change the way business is done. Organisations are working extra hard to overcome multiple new challenges, on multiple fronts, all at once. Many are scrambling to regain customer confidence and trust. CICM can help you shift from “are we doing everything we’re supposed to be doing?” to “what are we doing well and what can we do better?”. We need to change the focus from incentives and accountability to opportunity and insights that will help you meet customers’ needs, even in this new environment. With the pandemic comes a renewed focus on health and safety and new protocols. This gives new meaning to the word ‘Compliance’. You need to offer the best service but while complying not only to the health guidelines but to the everchanging environment that is bringing in new rules of doing business.
At CICM we offer Mystery shopping services to curb your anxiety. The program can help you quickly understand and elevate response across all channels, for both sales and service. You might use it to assess questions like:
- Are we able to respond effectively to customers in this environment?
- Do we have enough channels for our customers to reach us?
- Do our customers feel safe using our multi/omni channels (physical and cyber safety)
- How quickly are we able to respond?
- How has the social distancing and health guidelines affected turnaround times?
- With front office employees on rotation and social distancing measures, how are customers perceiving our queue times and wait times?
- Are we able to engage the customer as much as we used to or as much as we should?
- Are we close to maintaining standard best practices?
With an adjustable approach CICM’s Mystery Shop is helping organisations to work together to provide safety, comfort, convenience, and confidence to customers. Our consulting and field teams can help you identify areas of success as well as opportunity, and work with you to make the most of them. At the end of the day, identifying these opportunities in process will ultimately engage more customers beyond just the current times.