THE MOST IMPORTANT ASSET FOR YOUR COMPANY’S GROWTH AND DEVELOPMENT LIES IN PEOPLE – YOUR CUSTOMERS AND STAFF.
Studies show that businesses in the US alone lose $62 billion a year due to negative customer experiences and poor service.
91% of all consumers take action after a negative customer experience. Of them, 51% never return to the business again and 42% share their poor experience on social media.
The study also found that positive customer experiences evoke brand loyalty in 70% of the customers and encourage 40% to spend more money with the business than before.
Source: NewVoiceMedia study, 2016
There can be a number of reasons for poor customer satisfaction or negative experiences. If morale is low or your corporate culture is dysfunctional, your employees are not motivated to make the extra effort. There is simply no benefit to keeping the customers happy.
Understanding your customers and staff will help you shape and improve the customer experience.
We can help your business soar with modern methodology, data and insight, providing valuable information in logical, actionable form.
We focus on measuring, studying and interpreting the customer and employee experience. Applying modern research methods and our expertise on the collected data helps us guide your business towards a more profitable future.
Mystery shopping is a research method that is used to measure service quality and promote staff competence. It reveals whether your customer promise is kept and how various touchpoints conform to your service concept.
Mystery shopping is one of the most effective quality indicators for sales and service schemes. Mystery shopping is an excellent way to see how consumers experience your products, services, story and brand in a real-world setting.
Do you know how much employee satisfaction and customer experiences affect your growth and bottom line? Is something in your leadership or corporate culture stopping you from reaching more? How much could you increase average purchases by enhancing the customer experience?
Our Business Insight instruments make it easy to track, verify and project how staff and customer actions affect your key business metrics.
”If you can’t measure it, you can’t manage it” (Peter Drucker)
Evidensin tutkijat ja asiantuntijat palvelevat asiakkaita kuten ennenkin – tukenaan nyt lähes 40 eri osa-alueiden media-ammattilaista.