We’re at the last stop of discussing the trends for mystery shopping today! On our agenda: why agencies should consider offering more than just mystery shopping to their clients? How can it benefit their business? Why brands are on the lookout for a better, more complex solution?
If you haven’t read the previous MS Trends post just yet, here are all the links, do not miss out:
The current market landscape
Let’s start off with some statistics.
86% of buyers will pay more for a better customer experience, while 57 % of them will switch to a competitor with better CX.
72% say their organization views customer service as a critical business priority.
54% of companies report having a three-year strategic plan for customer service.
All this only tells us how seriously brands now take CX and make the customer journey as pleasant as it can possibly be. Previously we’ve mentioned it when discussing how there is an increasing trend of using mystery shopping to study competitors. With so much competition on the market, it is no wonder that people are ready to switch to another brand if they provide better service.
And that is exactly why agencies need to take into consideration that brands are on the lookout for companies that will cover all their CX needs. MS is now only a piece of the large CX puzzle.
Today engaging in Mystery Shopping as a standalone practice is dying out.
We do not mean to undermine mystery shopping as a research method, it has been and still is an incredible source of CX data for brands. But expanding your expertise and scope of services will prove to be profitable if you start offering 360 degrees CX programs, including mystery shopping.
Why are your clients engaging in a full-fledged CX/VoP program, as opposed to only conducting mystery shopping?
As a piece of the larger picture, mystery shopping can be used to cover an area of research, and also be used for consumer behavior data, as we discussed previously. Then, running CX surveys allow one to collect information from different channels and on multiple topics at the same time. All that combined will provide brands with all-rounded insights about their services/products.
Another point to take into consideration is that mystery shopping requires time and training. Shoppers need to be found and certified for performing jobs. While this is all happening, you can easily run a survey campaign, for example, to start collecting data and not miss anything. Later, you can simply introduce mystery shopping too to complete the picture.
By offering other CX techniques to your clients you also offer a larger scope of respondents, thus making the results more accurate. Not to mention that trends are better followed by looking into social media, forums, and influencer blogs.
By starting to offer CX campaigns along with Mystery Shopping you cover your clients’ needs 100% and pave your way to making larger profits. The good news is that incorporating customer experience into your list of services is not that hard: it’s a matter of good software.
With Checker, for instance, you can easily incorporate new services and start offering them to your clients in a matter of a month. Checker is a professional platform that allows conducting mystery shopping, and other types of CX research easily and efficiently. Interested to learn more?
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