Customer experience mapping leads to better service

Think about big chain department stores for a moment. What is the main draw? Low prices. As a small business owner, you cannot compete with rock bottom prices, but you have something better to offer. Think about those big stores again. What are the main drawbacks? Inconvenience and indifference. The stores are too large for many people to shop easily, and the employees are too busy running from one end of the massive store to the other to serve customers. In a smaller setting you can offer both convenience to your clientele and attentive sales people, all you need is direction.

Customer experience mapping is a great place to start. By hiring mystery shoppers to rate your store according to a personalized survey you'll find out where employees exceed service and where they need improvement. This type of customer satisfaction research is invaluable because great service will keep customers returning time and again.

A mystery shopper is an objective, anonymous employee. Their job is to help your store perform better. To do this they shop during a set time-frame. Once the shopper is inside, they evaluate various things such as customer service, appearance, and the check out process. These are only a few things they will rate in order to give quality customer satisfaction research. After shopping, the shopper will fill out the evaluation sheet we create for your store, giving a series of yes, no and essay type answers. The evaluation is scored, uploaded and made available for management. Using this type of customer experience mapping, you can improve customer service almost immediately and also provide employees with better yearly reviews.