Results don’t happen by accident. Companies that create consistently exceptional customer experiences do not succeed because they always hire better employees or offer better products at lower prices. They succeed because they build carefully aligned systems that everyone in the organization can use to measure, manage and improve the customer experience.

When aligned properly with other measurement and management tools such as customer surveys and satisfaction studies, mystery shop results can reliably predict customer satisfaction and future sales. Face-to-face, telephone and online shops will help your company focus and improve on the specific behaviors that will create customer delight and positively impact sales and profitability.

Marketing campaign analysis
You can spend thousands on media buys, design creative ads, sales collateral and promotional materials, but even the most creative campaign results can’t be maximized without great sales and service skills. Through mystery shopping, Electrum Marketing provides clarity and intelligence to measure key behaviors needed to effectively communicate campaign details and sell your products.

Merger and acquisition employee response
Are you merging with or acquiring a new company? A solid brand can be tarnished as a result of less-than-perfect merger or acquisition employee and customer communication. Ensure that your brand is effectively communicated. BrandInsight® will provide you with the measurement tools you need to ensure your “brand delivery” lives up to your brand standards.

Competitive analysis
What differentiates you from your competitors? Is it price? Is it the products or services you sell? Or is it your brand promise to deliver a better customer experience? Electrum Marketing provides a comparison of your competitors’ service delivery with your own. You identify the competitors, we do the rest.

Customer surveys
Satisfaction intelligence provides you with direct feedback on how your customers feel about the service you provided in a particular interaction, their overall satisfaction and whether or not they would recommend you to others.

Brand Audits
Although customer service is a major component of your brand, it's not the only one. Facilities, merchandising, marketing collateral, packaging, signage and employee behaviors all contribute to your customers' perception of your brand. That's why our brand audits go beyond the measurement of customer service delivery and provide an ongoing assessment of business compliance and adherence to brand standards.

For more information about measuring employee service delivery, visit our wholly-owned subsidiary CIMA Insight or contact us.