Mystery Shopping
The purpose of this white paper is to help you understand how you can use Mystery Shopping to understand Customer Experience in your call centre. Perception of your brand is reinforced by a combination of :
- the initial impression of your website;
- how easy it is to navigate a route into your organisation via your switchboard;
- and by how long it takes for you to respond to an email.
A Mystery Shopping exercise can help you to become consciously aware of how all these channels support your customers in connecting with your organisation.
The White Paper tells you:
1. Why is Customer Experience important – how your organisation might be unconsciously incompetent in managing contacts across all these different channels
2. The contact channels to ‘shop’ – web, phone, email and face-to-face
3. The methodology to use – based on RXP’s proven six step approach to Mystery Shopping
4. Benchmarking versus others – how you can learn from others and beat your competitors in the Customer Experience stakes.
The white paper is available free of charge:
