Fern Cunnell

Customer Experience, also known as CX, embodies how the customer perceives your brand based on an interaction they have had with your business or organisation.

This could be as small as buying a coffee, all the way though to selling their residential property. Whatever your business is, the two main aspects that create the customer experience are people and product. Think back to good experiences you have had; they probably come down to how amazing the member of staff was or how fantastic the product was.

Are your response times leaving customers feeling disappointed?

Now more than ever you need to monitor your staff’s performance and ensure leads are not being left unattended. At best they will go elsewhere; at worst they will go elsewhere AND tell everyone how disappointing your customer service was.

Mystery Shopping works! But how?

Whether you want to know how Mystery Shopping delivers results for a business, or you fancy doing a bit of mystery shopping yourself, knowing what makes a good shopper is fundamental.

As a Mystery Shopper your findings are the foundation of what we do, so it is essential that your work is carried out to the highest standard. So what's required to be a good Mystery Shopper?