If you are not regularly playing “mystery shopper” in your own business it just might be time to put on the dark glasses and experience your business from your consumer’s point-of-view.
Ask yourself the following questions before and during your evaluation:
1. What is your first impression–not just from a personal encounter but from all communication touch points online and offline? How does this first encounter make me feel? Was I uplifted, frustrated, neutral or apathetic?
2. If you receive your product in the mail or delivery service ask yourself if the delivery was prompt. Did the packaging hold up? Was it too easy or too difficult to open? Was there anything special about the packaging that caught my attention? Was the packaging excessive or lacking in protection?
3. What feelings came up when I open the product? Was it easy to use or complicated? Did the marketing/sales materials match the product and my expectations? How do I feel about the company as a result of this experience? Continuously rate your “feelings and perceptions” on a scale of 1-10. Is your rating continuously high Read more