We’re in The Monkey Business!
- 02 November 2020
When clients talk to us about running a Customer Experience Audit it’s often because they want to check how one part of their planned customer journey is working. They’ve made a change, or something isn’t working as they’d like it to, and they want to get a clearer picture of what’s going on from the customer’s perspective. Unlike a traditional mystery shopping process which will deliver against an agreed set of questions and give you quantitative results, RBL’s Customer Experience Audits (CEAs) take a broader approach focussing on the qualitative and uncovering feelings, attitudes and emotions that your customers experience when they interact with you.
By giving our auditors freedom to shop as a regular customer shops, they almost always notice aspects of the journey that aren’t working and weren’t part of the brief to RBL – things that the client wasn’t expecting to see, but complete the story and the whole customer experience, providing insight to the customer’s journey that is unexpected but always relevant.
This way of working enables our clients to see the bigger picture, in fact the whole picture and drives amazing results.
This short video exercise ‘The Monkey Business Illusion’ is a great way of demonstrating why we relax our focus and like to look at the big picture. (video available on YouTube - just click the main image above to watch)
If you’d like to understand how investing in Monkey Business can assist your business, through our Customer Experience work, please GET IN TOUCH.