CEM (Customer Experience Management)
How well are you serving your customers, and how do you know? Unless you did something really good or really bad, most customers don't provide feedback. What's worse, most customers are non-confrontational and won't say anything even when there's a legitimate complaint. If you have ever gone to dinner with friends and had one or more things wrong, you may have noticed that when the waiter or waitress came by and asked how everything was, rather than complain everyone responded with the standard "everything is fine". Most people just don't want to complain. The problem is they will complain later to friends, colleagues, social media. Do you have a process in place to provide a non-confrontational forum to solicit feedback? Do you have a reward system? You can spend $50 - $100 a month for a "mystery shopper" and only get one snapshot of how your business is functioning or for less cost you can get a moving picture of continuous feedback that shows a true picture of how your business is performing and if you have multiple locations you can compare what each one is doing right and wrong so they can better each other.
Our program puts your employees front and center in the battle to gather, retain, and increase your customer base. Our program is not a "gotcha" to catch and punish employees for not being perfect. If used properly, our program will help you to acknowledge high performing employees and share best practices among those who could use a hand in achieving excellence. Through use of our program you can help identify your superstars and superstars-to-be. We can even help you set up reward programs for consistently excellent employees.
Our program includes, at no additional cost, monthly reporting that scores responses to every question and compares them month by month so you can see patterns in improvement or areas that may need to be addressed. If you have multiple locations you will get scores on each one so you can again compare locations and share best practices.
Yelp! and social media are not friends to businesses! As a consumer you may find these outlets to be of value when determining where to spend your money, but these are not where you want people to go first, especially when they are upset over a poor service. Once their feedback goes public, it remains there even if you had the chance to fix it. Most people will not go back and edit a negative comment; they have lost their motivation because they are no longer angry. These comments hurt your business over time. Nobody is perfect, even a gourmet chef can burn a dish from time to time. By using our program you give your customers a private space where they can share their feedback with you and give you a chance to respond BEFORE they are inclined to tell the world just what you didn't do right. Proper use of our program can save you many headaches and lost customers.