A pollster, well trained in the mystery customer technique, plays the role of the lambda customer, to objectively test each step of your customer experience.
- CONTROL PERFORMANCE Is your organization capable of bringing about the expected experience? Is your strategy used face to face with the customer?
- USE A RELIABLE INDICATOR for your front office performance. Fully asses your teams, your sub-contractors and your distributors.
- DIAGNOSE the sticking points and the areas for improvement in your customer path: this approach can also be an exploratory measure.
- PROVIDE A TANGIBLE TOOL FOR IMPROVEMENT AND FACILITATION Extend the benefits of training, give your local managers the means to motivate their teams and get your message to them.
- COMPARE YOURSELF TO YOUR COMPETITORS to remain at their present level, or, better yet, move into a leadership position.