25 Reasons for Companies to Gather Intelligence
May 17, 2011Competitive Reasons
1. Measure your competition’s phone skills. You may know how well your employees handle incoming phone requests for information on your company, but do you know how effective the competition’s employees are during phone experiences? Gathering intelligence with competitive mystery shops allows you to measure how well your employees stack up against the competition.
2. Assess competitors’ in-person customer service. It’s equally important to know how your employees rank against the competition in terms of in person customer service experiences. Are there areas where the competition is “wowing” the customers? If so, is it enough to make customers want to buy from the competitor company rather than your company?
3. Learn about competitive product/service offerings. Many times, it isn’t easy to gather information on competitor offers. With competitive mystery shops, mystery shoppers pose as regular customers and therefore can gather objective information on the latest competitor products and services.