One way to see your business from your customer’s perspective is by using mystery shoppers. The popularity of these undercover consumers is growing, and the data they provide can help you enhance customer satisfaction. Using a mystery shopper can be a part of your journey toward growth, and here are five reasons why you need them to work with your business.
Motivates and Helps Boost Employee Morale
Keeping up with your employees and their customer service skills is imperative. Secret shoppers can light a fire under your staff to enhance their performance. Knowing they can be monitored anytime will keep them on their toes.
It’s the same principle as putting cameras all over the store to monitor performance, as these devices can see things you cannot. However, with the mystery shopper, the employee never knows who is watching, which makes them more conscious of their actions. Many business owners see a massive difference in productivity and employee morale when they use these undercover consumers.
Gives you a Glimpse Through the Customers’ Eyes
Mystery shoppers don’t have any bias when they evaluate the store. They look at it from the point of a neutral third party. They will report if there’s clutter or areas that could be improved.
Undercover shoppers have a list of expectations and things to notice. They look for things like setting up endcaps according to the headquarters’ specifications and making sure emergency exits are marked clearly. They’ll report to you if their experience is favorable or lackluster.
These individuals focus on areas where customer dissatisfaction could be a problem. When a neutral party can highlight your weak points, you know where to put your time and effort. Plenty of other businesses offer similar products, and you don’t want to lose valuable shoppers for a better display, price point, or overall customer experience.
Identifies the Need for Employee Training Options
Finding good employees these days is a challenge. Though most stores offer training programs, it’s not always enough. Employees are the face of your business, and you want them to leave a favorable impression on your customers.
Sometimes good employees need additional training, so implementing such programs can help their overall performance. Mystery shoppers can highlight areas where you need to direct your attention. Using their evaluation, you can find training solutions with the most significant impact.
Increases Customer Retention
The goal of any business is to ensure that you build a brand that keeps the customers returning for more. Did you know it’s easier to sell to existing customers than to market to new ones? A study found that your chances of selling a new product to a customer who already knows and loves your brands are as high as 70 %.
However, when you consider marketing that same product to a new customer, your chances of making a sale are only 20 %. It would help if you also considered the cost of acquiring new buyers, as it’s much more expensive than retaining faithful ones. The mystery shopping process puts customer retention as a top priority and helps you implement new strategies for preservation.
Assists in Enhancing Your Online Reputation
The internet is a great place to market your business and sell products. Sadly, there are many digital pitfalls that you must strive to avoid. When customers are disgruntled, they go to social media or an online review site to blast your business.
While some negative reviews can be expected, you want to avoid these experiences. A “Don’t shop here” post will get much attention, and others will chime in with their good or bad experiences. Online reputation management is a significant job, and the mystery shopper can help you prevent issues that might become problematic.
Mystery shoppers offer valuable services, giving you insight into your business that you might not get otherwise. These folks can let you know the employees who go above and beyond and those who aren’t a good fit for your company. Their well-trained eyes can identify challenges that need your immediate attention and can help improve employee morale and customer retention. Having undercover shoppers is a wise investment.