Performance in People - Mystery Shopping


6 reasons to invest in your customer experience

Wednesday 19th February 2020

In today’s competitive market customer service is of even more importance than ever and is a key differentiator between you and your competitor. Whilst customer service levels are evidently increasing across all industries, customer’s expectations are rising too. Therefore, businesses need to work hard to ensure they deliver above the level that is expected. Performance in People (PiP) has listed below 6 key reasons why customer service should be at the heart of your investment.


75% of customers expect to have a consistent experience with a brand, be it through social media, mobile, or even in person. Therefore, focusing on delivering an improved customer experience begins by maintaining a steady and consistent communication. Subsequently, when customers feel satisfied with your services, it becomes easier to attain growth and success.


Delivering a great customer experience is not just about improving the business’s growth and development, it is also helpful in strengthening a customer relationship with your brand. It has been proven that focusing on delivering an enhanced customer experience greatly affects customer loyalty, retention and advocacy.


Providing exceptional customer service is a tool to implement innovation in your marketing strategy. Investing in customer experience allows you to create a more personalised and positive experience with your brand as well as benefiting your brand with more credibility, awareness and customer satisfaction.


Investing in customer experience tends to have a positive impact on your employees. Delivering an improved customer experience implies that your employees too will have a happy customer base. This will allow employees to focus more on enhancing customer experience and also on improving the overall brand reputation.


Implementing strategies that help to improve customer experience play an important role in determining the next set of goals and targets to be attained. Improved customer experience is an indicator of the company’s growth and development; investing customer experience pushes your business to accomplish new goals and achievements.


Measuring a customers’ experience provides you with themes and trends in customer data and helps you to identify areas of improvement in the customers journey. Building upon the customer experience is the best strategy for success, ensuring that you plan, implement and track improvements to your service. Therefore, it is important to continually monitor the customer experience and act on insights from data collected.

Investing in customer experience is crucial to improving the customer experience and implementing newer ways that can help boost customer satisfaction levels that align with the business’ targets and success.

Performance in People has over 20 years’ experience working with world-class brands to drive improvements in service through mystery shopping, customer research, auditing and programme support. Contact us to find out more! or 01983 568080.


Mystery Shopping | Training | Audits | Customer Surveys

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