Using Mystery Shopping to Know What Your Customers Want

Companies try their best to encourage customers to purchase from them. Through advertisements and paid reviews online, brands are able to put their best foot forward in order to attract more customers.

But, no matter how ideal the goal is of these marketing efforts, there are still clients that are left unimpressed. The problem is, these advertisements and reviews may be powerful, but not effective enough to supply what the customers want.

One of the most important things in a successful business is customer retention. Once customers are satisfied with a brand, they will put their trust in this brand and continue to be loyal to it. When they find a positive solution to what they are looking for, they keep coming back.

But, how can companies encourage their customers to remain loyal to them? Companies can encourage customers to become more loyal to them by listening to what their customers want and providing them with better solutions. One way companies can get a better idea of what their customers are thinking is through mystery shopping.

Mystery shoppers go under cover as customers to obtain information on what a customer’s experience with a company is, so they can then report that information to the hiring company. Secret shoppers do what any regular customer would do, but they also observe different areas of the business, noting the strengths and flaws of the company and  how each employee deals with the customers. Through mystery shopping, companies can get a clearer understanding of what exactly their customers want, so they can enhance their brands to fit those desires.

Secret shoppers must always be keen and alert when in the establishment, so as not to miss out on important aspects that need to be noted. At the same time, they must also be discreet and not trigger the suspicions of employees. Once a mystery shopper does a good job observing the establishment and reporting the findings in full detail to the company, the business will better understand the limitations of what they offer to their customers and be able to enhance their current strategies to provide better and more effective service to their customers.

As a mystery shopper, it is crucial to do your best on each of the assignments given to you because they can significantly influence the hiring company’s business decisions. If you fail to provide a comprehensive report, companies may get the impression that what they are currently doing is already enough, not realizing that they fail to offer their customers what they want. In the end, if you do not provide a complete, comprehensive report, customers can end up unsatisfied and companies can lose their revenue.

Angela Megasko

President and CEO
Market Viewpoint, LLC
995 Fairview Road, Suite 202
Glenmoore, PA 19343
610.942.7030 ph

About Market Viewpoint

Market Viewpoint offers comprehensive mystery shopping services, complete customer service audits, employee and customer surveys, customer focused marketing strategies, and customer service training to help you improve your customer service and outshine your competition.
This entry was posted in Business Tip, Market Viewpoint, Mystery Shopping, Secret Shopping and tagged , , , , , , , , . Bookmark the permalink.

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