Why Great Marketing Can’t Fix Bad Customer Service
by Carl Phillips, The Group Mystery Shopper Guru
It’s been over 24 years since the roll-out of The Garden Center Group Mystery Shopper Program. Over three thousand, nine five hundred (3,950+) shops have been completed that form the basis for great customer service benchmarking.
Carl Phillips has been instrumental in the program development since its inception. He is known as one of the mystery shopper industry founding fathers and The Group is blessed by having his guidance. Carl shares a number of blog articles every year and the following is one he shared a week ago. We think it is timely for your review.
The Hard Truth:
No Amount of Marketing Can Save a Poor Customer Experience
Marketing is a powerful tool—it draws customers in, builds brand awareness, and drives sales. But what happens when customers encounter a frustrating experience after being attracted by your brilliant campaign? The hard truth is, no amount of marketing can compensate for poor customer service.
A well-crafted ad can convince a customer to try your business, but a rude or unhelpful interaction will ensure they never return. According to studies, 86% of consumers are willing to pay more for a great customer experience, and 96% will leave after just one bad interaction.
Think about the last time you were let down by a company. Did you go back? Likely not. On the other hand, a great customer experience turns buyers into loyal advocates who share positive word-of-mouth marketing—something no ad budget can buy.
So what’s the takeaway?
Great Marketing Attracts, but Great Service Retains.
Invest in your customer service. Train your team, listen to customer feedback, regularly monitoring your customer’s experience and create seamless experiences.
Are you prioritizing customer experience in your business? Taking advantage of The Group's Mystery Shopper Program can help you fine-tune your customer experience, once your marketing has brought them through your gate or door.
After that, it's all up to you for the experience they receive!
Carl Phillips, Vice President
Mystery Shopper Services
and The Group's Mystery Shopper Program Guru
Learn more about The Group's Mystery Shopper Program. Login and then go to Clients-Only menu and scroll down to the Group Mystery Shopper Program. Need any help, contact Danny Summers.
A special THANK YOU to Carl Phillips for all his many years of guidance in developing The Group Mystery Shopper Program!
