In a world where e-commerce is constantly evolving, more and more traditional quality assessment strategies are becoming obsolete. Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable.<\/span><\/p>\n
Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business. Pearl-Plaza\u2019s latest white paper, <\/span>\u201c<\/span>Why a Customer Experience Program is More Powerful Than Mystery Shopping<\/span><\/i>,\u201d<\/span><\/a> details what intelligent technology can do that mystery shopping simply cannot.\u00a0<\/span><\/p>\n
Improving the customer experience doesn\u2019t just affect the customer. Your organization can leverage the insights gained from newly implemented technology to make meaningful, transformative business decisions. Here are a few improvements that a holistic approach to feedback can drive for your business:\u00a0<\/span><\/p>\n
Reviews from mystery shopping companies and other traditional modes of quality assessment tend to accumulate over time. Without having direct and instant access to CX results and reviews, odds are your business will make the same mistakes over and over again, negatively impacting customer experiences.\u00a0<\/span><\/p>\n
But with instant real-time access to results, your organization can quickly and efficiently assess information, making necessary strategy adjustments. Pearl-Plaza\u2019s XI Platform is comprised of three clouds: the CX Cloud<\/a>, the Employee Experience (EX) Cloud<\/a>, and the Market Experience (MX) Cloud.<\/a> The platform garners different types of data formats, including real-time survey responses, analytics, reporting and alerts that deliver immediate results. With this modern technology in place, these clouds can be used individually, or combined to deliver insights from the most critical lines of your business<\/span><\/p>\n
Not all businesses are the same, so their CX strategies shouldn\u2019t be either. You need a platform that is flexible enough to support all different types of executives within every area of your organization. With a scalable architecture, data can be obtained, stored, organized and distributed to the right people, at the right time, so that everyone gets the relevant insights they need in their roles\u2014from executives to marketing, and HR.\u00a0<\/span><\/p>\n
Additionally, intelligent automation tools can provide external and internal improvements for both customers and employees. For example, Pearl-Plaza\u2019s XI Platform<\/a> allows companies to incorporate tried-and-true feedback (like surveys) in a way that doesn\u2019t complicate processes for customers. The insights and results are received in real-time, allowing companies to respond to feedback and implement changes much faster.<\/span><\/p>\n
Among all the other benefits, an intelligent CX strategy also increases the overall performance and reputation of your organization\u2014and results in a better bottom line. Here are just a few notable numbers achieved through a holistic customer experience strategy:\u00a0<\/span><\/p>\n
Leveling up your customer experience strategy has both quantitative and qualitative benefits for the entire organization. In a highly competitive market, staying ahead is key to staying on top. <\/span>To learn more about how our XI Platform can take your CX program to the next level, download our white paper, <\/span>\u201c<\/span>Why a Customer Experience Program is More Powerful Than Mystery Shopping<\/span><\/i>\u201d<\/span><\/a> here.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"