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We released our first Mystery Shopping program in 2004. Since then, we have mastered the art of program design, and use it as one of the three key elements of Behavioural Evolution.

To run a world class Mystery Shopping program you need to be sure the correct questions are being asked. We use Neuro-science to dig into your customer’s collective sub-conscious buying behaviours to find out what’s important to them.

This insight is then used to ask the right questions in the Mystery Shopping program as opposed to measuring what you think is important to your customers.

The final layer is to use the same approach with staff, so you can teach them exactly how to sell to your customer’s specific requirements. We do this in a way which acknowledges the personality of the staff member.

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Understanding What Your Customers Are Thinking

The problem with surveys

Many companies worry that their surveys are missing the mark. Well they are right to worry.

People don’t buy solely on robotic logic. The problem is a lot of surveys ask the same old logical questions in a vein attempt to measure emotions.

Furthermore customers may be unwilling to give accurate feedback. Even worse, the customers might not know why they act as they do. Our solution is to incorporate the latest discoveries in Neuro Science to identify patterns showing what’s really going on in your customers’ minds.

Customers are complicated. Why do they choose you?

You probably spend untold energy defining your Brand, product, convenience, look, feel and… the list goes on. Your strategy defines how you interact with the outside world, but it doesn’t answer all the questions. You can’t know what’s happening in your customers’ minds. Until now.

Neuro Shop goes deep into unlocking the reasons why your customers buy. You will feel like you are reading their minds.

Once you know why your customers buy, you can set up the service offering to specifically serve them and attract others. More importantly, we’ll help you measure the things most important to them to make sure you’re on track.

Asking the right questions

Your measurement tools should ask questions relevant to your customers.

Everyone wants to collect customer data, but data doesn’t become insight unless it’s relevant. Irrelevant data has a financial cost which is further compounded by the cost of potential missed opportunities and misguided strategy.

So how do you know which questions to ask?

One thing is certain, it’s no longer OK to ask the same generic customer satisfaction questions. We’ve moved on using Neuro Shop.

Neuro Shop will identify the exact touch points and triggers relevant to your customers based on their sub-conscious buying behaviour.

We’ll help you focus on the specific triggers which affect the relationships you have with your customers.

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DISCOVER WHAT YOUR CUSTOMERS ARE EXPERIENCING

Reveal the truth

“Truth is like the sun. You can shut it out for a time, but it ain’t goin’ away” ~ Elvis Presley

In our experience, the truth is hidden either intentionally or unintentionally. We won’t dance around the truth or tell you what we think you want to hear.

A properly run Mystery Shopping program will cut through all the noise and filtered reporting. We’ll provide a direct and deep account of your customer experiences.

We’ll help you confirm what you already knew about your business, disprove what you thought, or discover something you didn’t know.

Actionable measurement

Unfortunately, a lot of customer service feedback is ad-hoc, immeasurable, and negative. Emotional reactions of staff and customers make the situation even more dark and confusing. We’ll give you regular feedback as numbers that can be measured and still maintain a balance with consumer insights.

Sometimes you can’t be sure if you are dealing with a one-off issue, or a systemic problem. Our programs enable clients to pinpoint exact problems and take direct corrective action.

But, feedback isn’t just about the negative. We’ll help you clearly recognise your Rockstars to encourage and reward their awesomeness.

Insight

“The best vision is insight” ~ Malcolm Forbes

Getting accurate numbers is one thing; to see what they mean is another.

In addition to finding facts and truths, we help you get behind the numbers to understand what they mean. We’re in a unique position to do so because of what we’ve learnt from running tailored programs over the last 10 years. We know what works, and what doesn’t. The insights are there, and we know where to look.

Our discovery process is tested and proven through experience, and is shared only with our clients.

With an insightful program you will see the relationship between Mystery Shopping results and sales, complaints, or even benchmark against other best practice companies.

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FIND OUT WHAT CUSTOMERS EXPECT FROM YOUR STAFF

Specific learning

Mystery Shopping provides the most direct route to targeted staff training.

Rather than shoot a proverbial gun in the dark, our Mystery Shopping program will shine a light on exactly where you need to focus training.

We can either work with your training department, or your staff directly to optimise training dollars. Stop wasting money!

Teach your staff to speak

“A superior man is modest in his speech, but exceeds in his actions.” ~ Confucius
You don’t want staff to ramble, and you don’t want silence.

Sure all customers are different, but, your customers are also different to your competitors’ customers. You need to make it easier for staff to talk to your customers by revealing what your particular customers want to know.

Teach your staff to work together

You can go beyond understanding your customers and also better understand your staff. We use Neuro Shop to profile your staff to help them understand themselves better, but also each other.

We’ll work with your staff so they can make sense of everyone’s crazy personalities.
“Give light, and the darkness will disappear of itself” ~ Desiderius Erasmus