The Mystery Shop That Went Wrong And Its Consequences.

It’s been a while since we wanted to launch the mystery shop campaign, we do enough of them and every member/client who experiences the reports finds them extremely valuable to create best practices and focus on the essentials to make that customer journey memorable. 

There are plenty of examples we can give you that are simple to change, to us, the devil is in the details and it can be as simple as changing the biscuits you are giving, investing in nicer cups for their teas, getting the reception team if you have one to advise the customer on where to put their coats or umbrellas and even to ensure that the stations are clear of clutter to give a hygienic experience. Everything matters, and the little things subconsciously make the customer trust you and your business to take care of them. 

The case study available to you on our website is for you to share with your team, relish everything that went wrong and find it useful to ask yourself the following questions since you cannot be in your business 24/7:

• Is my customer journey still on point? 

• How do I want my customers to feel once they leave the premises?

• What do I need to include when it comes to systems to ensure that the customer journey is still valid?

• If I can’t change everything all at once, what would my priorities be to make it even better?

Ultimately marketing starts within, I am sure you know that referrals are the best way to market your business, it’s free and impactful. So ensuring the customer that wants to invest in your business finds the process smooth and welcoming, will be the key to your growth. Mystery shops do just that: giving you the tips and tricks to make that customer want to come back again and shout about you. 

To take the first step towards your customer journey, read or listen to our case study and get in touch!

Valerie x