Understand Your Buyer > How To Keep Your Clients Happy > The Mystery Shop Effect
What is it?
The Mystery Shop Effect is all about pretending to be a buyer of your own offering to identify areas of growth and improvement.
Why does it work?
It works because it can provide an unparalleled level of insight into how to improve your offering.
By definition, you won’t see how your buyers see your business and your offering, and yet the buyer experience and how they feel can make or break your sales efforts. When you look at things from another viewpoint (as a buyer) you allow yourself a little space to take an independent view on your offering and spot areas where things can be improved.
How can you use it?
There are two things you can do here:
1 – Mystery shop your own offering. Whether this means calling your office, buying from your website or visiting your store, pretend to be a buyer of your own offering and notice at every interaction how you are dealt with and what might be lacking from the process. We judge the world very harshly ourselves as buyers, but tend to treat our own offering more kindly as it’s ours. when you adopt the viewpoint of a buyer it makes it much easier to spot things that can be improved.
2 – Mystery shop the competition. Understanding how you work is one thing, but understanding how the competition work is quite another. Buy from your competitors and notice how they deal with you, what might be lacking and what the overall experience is like. We’re not looking to copy anyone here, but we are looking for things that perhaps you have missed that could improve how you service your clients.
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