Improve customer experience [CX] based on in-depth research
We present our clients with customer experience analytically, set realistic metrics and develop a unique corrective action strategy.
MYSTERY SHOPPING
Mystery Shopping helps our clients to measure the performance of the quality of service, see the situation in the facilities from the eye of their customer, reduce employee turnover and improve sales results.
Customer behaviour research is one of the key elements for our clients’ decision making. As Edward Deming said, "Without data, you're just another person with an opinion."
Motivational PSP is based on the mystery shopping results. According to our clients' salespeople, PSP is the first fair motivation program that focuses on the essence.
The happiness level of a salesperson at work is connected with customer loyalty. NHS is a tool for measuring happiness of employees in sales and an HR program evaluation.
Service is the key.
54% of purchasing decisions are made based on the service provided during the purchase. 19% of customers consider it the most important element of a purchase.
The first to reply to a customer wins a customer.
Customers' patience for receiving a reply to their email lasts 10 minutes (1 hour at most), according to 82% of respondents. They expect a quick response, and by quick they mean one received within 10 minutes of their request, while 1 hour is considered a deadline.
A customer is a person, not a number.
More and more customers understand how communication and programming work. 84% of them recognize when they are perceived as numbers only and what they actually want is to be perceived as people.
They will pay more for better service.
67% of customers said they were ready to pay a somewhat higher price for excellent service, while as much as 57% switch to the competitors who offer considerably better service.
Good news (spread by a customer) travels fast.
72% of customers will share with others the experience of excellent service they received during a purchase. 62% will share their negative eperience.
It can be good to leave a customer on their own sometimes.
As much as 51% of customers wish there was a possibility for them to walk around the store and purchase by themselves without interacting with salespeople.
