One of the most critical aspects from your customers’ point of view is excellent customer service when it comes to your brand. Their satisfaction is your top priority. However, it can be challenging to have eyes everywhere at once, especially while running a business. So, how can you gain a better insight into the effectiveness of your customer service?
How Do You Test for Customer Experience?
Mystery shopping is a critical service that gathers information about the real-time customer service happening throughout your company, and HS Brands is the reliable partner you need to succeed. We know that gathering data requires asking the right questions. We work with you to understand your business goals and generate intelligent, comprehensive questions that get you the answers you need to align with your current and future goals.
When you examine those answers, you’ll ultimately find that they all come back to a few overarching components of good customer service. When a customer interacts with your brand, there are always some crucial factors that the customer looks for when deciding to come back for your product or service. Customer experience ultimately demonstrates three key aspects of your brand.
Job Passion
This aspect reflects how happy and engaged your associates are. Customers prefer interacting with someone who enjoys their job and is helpful throughout the entire process. It can be dissatisfying for a customer to spend time in a store seeing employees who can’t wait to get off the clock or obviously don’t enjoy their job. It might even cause the customer to wonder what your company does to deplete employee morale. Employees should be upbeat and cheerful to give your brand a good vibe, whether they are working at a checkout counter or over the phone troubleshooting a problem.
Customer Care
Are your employees attentive to the customers through their entire experience? That is what customer care measures. No one likes to feel ignored, especially not when they are trying to purchase a product or service. Your employees should always prioritize customer service and attending to customer needs. If it’s a choice between restocking the shelves and helping someone find the item they’re looking for, an employee should be happy to pause their current task and politely assist the customer.
Your Unique Promise
Your brand has a unique image and consists of what your customers expect you to deliver. This aspect evaluates whether or not customers feel that you have delivered on that promise, based on selection, organization, cleanliness, and overall presentation. This aspect applies to your products, stores, website, social media accounts, and services. Basically, the questions relating to this concept come back to: Does the customer feel they are getting what they paid for?
Once you have that information, it can be challenging to interpret that data and create actionable solutions. HS Brands offers our expertise to drill down through the data and help you understand the results and what they mean for your company. We assist you in coming up with real-time strategies that can be implemented immediately and then show you the significant difference that those strategies make in your overall customers’ experience and thus, your company’s success.
