Apex Business Associates
Adhoc Services
Do you only need a helping hand sometimes?
As well as Apex's monthly Marketing Manager service, you can also use Apex's marketing skills for one off projects in the four following areas:-
- Mystery Visitor
- Website Critique
- Venue Finding
- Event Management
Mystery Visitor
- Do you realise the value in retaining customers over a lifetime, rather than viewing or treating them as a single transaction, deal or contract?
- Do you recognise that it is easier and more cost effective to retain existing customers than to attract new ones?
- Would you like to turn your existing customer base into advocates of your business and take advantage of the most powerful marketing tool money can't buy?
Astute customers are increasingly leaving or not entering business "relationships" due to the lack or poor quality of customer service or service level breakdown. Worryingly for companies, nine out of 10 of dis-satisfied customers will never complain if they are unhappy. They simply up and leave, taking their business with them.
If you currently use customer feedback forms or surveys to measure customer service quality, then you recognise the importance of customer's opinions. However, these do not capture the true feelings of customers who don't complain or voice an opinion.
Apex Business Associates Ltd offers a mystery visitor services which are customised to fit the needs of every project. It enables companies to monitor the intangible elements of their businesses through regular sampling of your customer service activity.
Mystery visitor digital recording enables you to :-
- Monitor the "real" experience of your customers
- Provides unbiased and objective third-party feedback
- Allows the client to monitor body language, tone of voice and other subtleties of staff
- Provides a powerful tool to ensure your customer service levels are consistent
- Ensure if levels have dropped appropriate corrective action can be taken immediately
- Create and retain advocates of your business
Where could You use Mystery Visitors
- Exhibitions – monitor the effectiveness of your exhibition staff to ensure you get the ROI you require from your exhibition investment
- Store Visit – conduct secret standard audits to ensure your customer service levels and processes set are being maintained
- Franchisors – make sure your franchisees maintain your service standards and that they are adhere to the other conditions of their contract
- Benchmarketing – enables you to make objective comparisons between your business and that of your competitors.
- Training – use video shot during mystery visits as a training aid to show your staff to see both the best and worst ways of conducting themselves.
- Outbound telephone – calls can be made to check standards and quality of your staff your telephone activity including quality of call centre, website ordering, customer service lines, specific departments. A taped recording of conversations will be available to help train your staff
Website Critiques
- How much traffic are you getting to your site?
- Does your website generate leads?
- Is your site marketing orientated or information overloaded?
- Does your site tell the customer too much or too little?
- Is it easy to navigate around or do your visitors get lost after the first few clicks?
- Is your site missing vital elements compared to your competitors?
- How quickly does your company react to email enquries from your site?
Apex will analyse your website from a marketing and lead generation perspective and provide you with a detailed report which will provide you with the following information for you to:-
- Increase traffic to your site through optimisation tactics
- Improve lead generation from your website using other marketing tools
- Give the right level of information to wet the appetite of a visitor,
- Clear, clean and crisp website ideas
- Suggestions of overall improvements to layout, font, images, flash, forms, carts, etc..
- Analyse the research found from feedback responses for you company.
