Engineer your Consumer Experience
The future of your business is in each unique customer experience. To be successful in any industry, businesses can no longer rely solely on price to help them stand out from the crowd. The consumers of today demand more meaningful interactions with brands that centre around ‘Experience’ – UX and CX – User Experience and Customer Experience.
A recent Forbes report states that 84% of companies who work to improve their customer interaction ‘experience’ show an increase in revenue. Not bad when all you have to do is really listen to, understand and action the feedback you get every single day. Easy, right?
A trusted partnership
As one of the best Mystery Shopping agencies in the UK, we know first-hand what excellence looks like. Just as your business is different from your competitors, every customer is different, so we take the time to really understand the nuts and bolts below the surface, making us your trusted partner. Our community of Mystery Shoppers are chosen because of their commitment, capability and diversity; you can always rely on well rounded and honest feedback.
You’ll never find a ‘one size fits all’ approach with us, and by working with our clients, we build programmes designed to drive customer experience strategies. Our complete end-to-end experiential feedback process is proven to deliver results quickly and efficiently.
Focusing on experience, and why it matters
On average, 96% of customers indicate that customer service influences their decision to stick with a brand. Do you really know how effective your customer service is? We’re not just talking product or service information leaflets, we’re talking every single interactive channel in your business. Whether that’s competency in your team to resolve customer complaints quickly, through to making sure your customers understand how to get the best out of your product or service.
CX is critical in ensuring each and every customer genuinely feels you care about them as an individual. It’s about building an emotional connection with your customers and listening to their needs before offering the best solution for them. No one wants to feel they are just a number, it has to be more than that if you want to attract and keep hold of the right types of customers who will stay with you for the long term.
Finally, UX. Where you might find CX is the responsibility of one or two departments within your organisation – UX is a multi channel responsibility. Specifically, its purpose is to understand how customers seamlessly connect with a brand throughout the customer lifecycle; this has to be a frictionless experience. Put simply, brands with better UX bring in 5.7 times more revenue than competitors who don’t invest to the same level (Forbes 2019).
By working with our team of experts, we are uniquely positioned to provide an unbiased and honest appraisal of your ‘Customer Experience’ (whatever that looks like for you). So together, we can highlight exactly where you are excelling and where your business can improve. Don’t just take our word for it, take some time to explore more about our work.
Fill in the relevant contact form below and one of our team will call at a time that suits you – to find out how Proinsight can help you.
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