Undercover Customer Experience 

All undercover CX professionals are wearing hidden cameras that allow them to conduct research totally under the radar. 

The UCX (Undercover CX) operation consist of a researcher coming out to your business and blending in as a mundane customer.  The operation is two fold:

 

Product Focused: 

The first is to experience every touch point of your business the way customers experience it. This gives businesses valuable insight into where the customers are experiencing difficulties, where the customers naturally gravitate towards while in your business  and a look and feel of the business from the customer’s point of view.

Employee Focused:

The second purpose is for the business to see how its employees interact with its customers. To serve the customer at a world class level is the reason why you are in business. If members of your team don’t understand this it can be costly.  Once a customer is inside your business your employees are the face of the business.  How your employees interact with the customer can make or break your business and ultimately affects your bottom line.  Are your employees, engaging, helpful, articulate? Are they knowledgeable about your product or service? Can they speak intelligently about your product or service? With the hidden camera that the researcher is wearing you are literally face to face with your employees.  

Whats included:

  • Detailed report following the evaluation 

  • Suggestions for improvements and plans for implementation 

  • Race and Gender specific

  • Employee focused and Product placement focused 

Undercover Customer Experience (UCX) #2 Retail. Pt 2 of 2.

In this UCX (Undercover Customer Experience) Wess procrastinated and waited until the day before Valentines day to make his valentines day purchase. The store was packed with a waiting line outside of the store and a sign in sheet. Witness what kind of customer service Wess receives while faced with these circumstances. Part 2 of 2. THE VERY FIRST COMPANY TO RECEIVE 5 GEMS!!!!!

Undercover Customer Experience (UCX) #1 Supermarket

In this UCX (Undercover Customer Experience) Wess visits a popular supermarket chain. During the visit Wess ask 2 associates for assistance. Tune in to see what they do & don’t do.

Undercover Customer Experience (UCX) #2 Retail. Pt 1 of 2

In this UCX (Undercover Customer Experience) Wess procrastinated and waited until the day before Valentines day to make his valentines day purchase. The store was packed with a waiting line outside of the store and a sign in sheet. Witness what kind of customer service Wess receives while faced with these circumstances. Part 1 of 2. https://www.wesswalters.com/book2