Last week, we covered how important it is to ask yourself why you’re in the business that you are, even beyond the goal of attaining financial security and providing for a family. We discussed how you’re able to derive a whole separate level of fulfillment and pride by believing in the products you sell and the services you offer. When you identify your company’s passion, your standards will rise as a consequence.
At The Brandt Group, our chief passion is the customer experience (or CX) because we believe the relationship between business and customer is sacred: both need each other to even exist. No matter what kind of business you operate, be it a restaurant, a hot tub showroom, a car dealership, a grocery store, a healthcare network, or anything else, you should consider the overall customer experience to be your most important product.
There are five major factors that encompass a superior customer experience: stellar customer service that makes each person feel individually appreciated; high quality products and services; easy-to-understand and obvious value; streamlining to provide maximum convenience; and finally, a well-trained and appreciated workforce to hold it all together.
Put simply, we believe in customer service, quality, value, convenience, and high-quality employees. We believe all businesses—but especially independently owned ones that doesn’t rely on scale and bottom-dollar prices to stay competitive—require these qualities in order to attain long-term success and sustainability.
Consequently, every service The Brandt Group offers is focused on maximizing your customer’s experience. Our mystery shopping services measure most CX factors by having normal consumers interact with your sales and service processes to identify what works well and what doesn’t. We give these shoppers a set of questions that you want answers to, and they’re able to provide feedback on any of those concerns, as well as tip you off to details you might not even have considered. Additionally, we offer leadership training to help maximize what you get from you employees. Using the information we capture, you’ll be able to maximize your training regimen, target your employee incentives, hone your merchandising efforts, and bolster your sales and service processes.
When you consider what products or services you (and by extension, your business) are most passionate about offering, you should consider how your customer experience both incorporates that passion and bolsters it. When you really care about what your business does, you really care about everything your business does. We would guess that you agree, otherwise you wouldn’t be reading a blog entry on a mystery-shopping website. You wouldn’t be seeking ways to improve your business if you didn’t care.
As you seek the best ways of making your business the best it possibly can be, we hope you consider partnering with us. Even though The Brandt Group is not a restaurant or retail chain, we share that compassion passion for the superior customer experience. We’re certain that makes us a good match. Reach out today and let’s get acquainted!
