The following evidence is drawn from mystery shopping the top 50 law firms (Consumer and SME- facing teams), the top 10 accountants (SME-facing teams), global B2B software providers (SME- facing teams) and major financial services providers (SME-facing teams). Our mystery shoppers pose as credible business owners or buyers of serious personal injury across a variety of new enquiry scenarios, ranging from a referral from a friend or existing customer, to a website enquiry. Across all the above sectors, the three most common sources of profit leakage were as follows:
- Ineffective search functions and broken links on the website
- Lack of empathy from switchboard or call centre operatives
- Reluctance from advisers to show enthusiasm for working with the customer and/or agree a next step Continua a leggere “3 modi di perdere profitti scoperti con i Mystery Shopping”