In today’s Business Tips newsletter from 1Call.biz - Be Your Own Customer
In order to improve your marketing, it’s essential that you experience what the customer experiences. So step to the other side of the fence and become your own customer.
WHAT SHOULD I DO?
If you have a website that sells products, then try to buy those products. What was your experience like? Was it easy? Or was the process too long winded? Was the next step always clear? Did you even complete the process?
THEN WHAT?
Get some good friends to do the same. The reason you’re using friends is that you already know your own products or website. What you want is people who don’t already know how to buy from you, don’t know where to find the order form, don’t know the details of what’s included in the price, etc… So use people you know to try things out, and then ask them to be candid (or even brutal, if you can stand it) with their feedback.
THE KEY QUESTION
At the end of that process, how did you feel?. How did they feel? Would you buy from That Company again? Would they buy from That Company again?
USING MYSTERY SHOPPERS
Another way to see how your business is performing is to use mystery shoppers. There are plenty of companies that offer this service. You discuss a brief with them, ensuring that they understand specifically what you wish to find out. Then they send in people to buy your products, use your service, and generally experience what it’s like to do business with your company.
This service is very useful if you have staff. It’s even more useful if you’re large enough to have staff that are being recruited by someone other than you.
One Company that we’ve used, and can thoroughly recommend, is Impact Mystery Shopping. Their approach is to discover the facts behind your customer service standards, compliance and other front line activities, enabling you systematically to improve all areas of customer contact.
Typical projects would include a customer service evaluation scheme, a benchmarking exercise or a customer satisfaction survey. The nice people at Impact Mystery Shopping can assist with any or all of these.
http://httv.biz/mysteryshopping/
Have a good week in business, and remember to keep “eating your own dog food”….
All the best,
Patrick Moore and Mark Shaw
1Call.biz - taking you from a good idea to an established business
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