Little Changes. Big Impact. Bigger Satisfaction
A survey by the University of Wisconsin School of Medicine looked at how patients felt about the time their doctors spent by their bedside. The only difference? Whether the doctor sat or stood. When the doctor sat down, 73% of patients said they were satisfied. When the doctor stood, only 49% did. That’s a 50% increase in customer satisfaction - just from sitting.
We’ve all heard of secret shoppers – the folks who pop into a Tim Hortons or a Home Depot with a checklist in hand, noting what matters to customers and where the store falls short. It’s a simple tool, but an effective one.
Now think about your own business. Do you know what your clients actually experience when they interact with you? Not what you hope they experience - but what they really see and feel. For most scale-up and mid-sized firms, there’s no checklist, no objective view.
Your customers meet you in dozens of ways: your website, ads, invoices, emails, sales-people, channel members, packaging, phone calls, social posts, even your chatbot. Collectively, that’s your Customer Experience. And while you can audit it internally, the risk of bias is almost guaranteed. You’ll miss what an outsider notices in the first five minutes.
That’s where a secret-shopper-style review can help. Done properly, it answers three critical questions:
The doctor’s study reminds us: small changes can have an outsized impact. Sometimes all it takes is ‘sitting down’.
If you’d like to see your business through your customer’s eyes, let’s talk. We can help you set up a tailored secret-shopper review that uncovers the small fixes - and the big opportunities - that will help to put a sparkle on your brand.
See you next time,
Andrew
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