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:
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.
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.
Detailed report following the evaluation
Suggestions for improvements and plans for implementation
Race and Gender specific
Employee focused and Product placement focused