Why the new Financial Year is the perfect time to invest in Customer Experience

Although many areas are vying for attention and budget, by prioritising customer experience (CX) investment now, businesses can lay the foundations for scalable growth and long-term success. Focusing on a strategic, connected CX measurement programme is critical for:

• Setting a customer-centric mentality for the year ahead and beyond
• Benchmarking real performance where it matters most - how your customers buy, why they buy, and why buy from you
• Staying customer-competitive, to meet their changing expectations and stand out from those who are missing the chance to get closer to their needs.

The Strategic Importance of Customer Experience

Customer Experience is a proven driver of business growth. Companies who focus on CX grow revenue at a rate of 4-8% higher than their competitors₁ (Bain & Company). Increased satisfaction, loyalty, and advocacy, all contribute to a stronger bottom line, and all start with exceptional customer experiences.

Mystery Shopping the CX

There’s lots of ways to measure CX, and no ‘one size’ fits all approach. Organisations need to use the CX measurement tools that are the best fit for their individual business framework and objectives. However, one CX measurement tool that all B2C businesses can benefit from is Mystery Shopping.

Mystery Shopping is an invaluable operational tool to embed end-to-end customer centric performance and drive CX improvement where it’s most needed, to enhance today’s delivery and tomorrow’s growth. While customer feedback tells businesses how customers felt, Mystery Shopping delivers the granular detail that allows organisations to understand where they need to focus efforts to drive the greatest improvements.

Mystery shopping enables organisations to:

• Identify strengths and weaknesses: Mystery Shoppers highlight what businesses do well while uncovering opportunities for growth. These insights translate into specific, actionable targets that benefit customers.

• Embed consistency across all customer touch points: Assessments offer detailed feedback on how standards are upheld across the business, across all channels.

• Improve employee engagement: Regular feedback from Mystery Shopping provides information for tailored training and development. It also offers a chance to recognise and reward employees who consistently deliver outstanding customer service

To find out more about the Value of Mystery Shopping watch our short video.

As the new financial year begins, investing in CX excellence through Mystery Shopping will position businesses for long-term success. By identifying actionable insights, driving consistency, and adapting to changing customer needs, businesses can empower their teams and grow with confidence.

To find out more about how we can help any organisation develop and improve their customer’s experience, contact Danielle Sones, Managing Director (danielle@aba.co.uk / 0161 431 1221).