Consider the number and type of interactions your customers have across your organization – in-branch/face-to-face, email, phone, call center, web/online, direct mail. Is your brand promise and customer experience being delivered consistently to your standards throughout your omni-channel process? Your front-line and initial customer touches are your brand’s first impression so it’s critical to know your brand experience meets expectations.
Learn more by downloading Your Agent of CX Truth to see how mystery shopping can:
- Ensure employees deliver a consistent experience
- See, act, and remedy brand delivery deficiencies
- Improve service by assessing front-line performance
- Enhance your regulatory compliance efforts
- Help you know your competition better
MaritzCX mystery shopping programs enable today’s savvy financial institutions to ensure their brand promise matches their brand experience at every customer touchpoint. And, what’s more, in today’s ever-changing regulatory environment, many financial firms are strategically using mystery shop and audit programs to regularly monitor and verify compliance – a proactive and best-practice approach to CFPB mandates.
Download Your Agent of CX Truth now.