Customer Experience Programs

Decoding your client

The landscape of retail is constantly changing. The trends and attitudes of both customer and employee are constantly shifting and what worked last year – even last month – may no longer apply. The customer is the center of your universe, and at Jancyn, we are ready to help you attract new customers, retain your current customers, and help your management with real feedback on your employee knowledge and performance.

Below is some insight into what makes a successful Customer Experience Program, and why Jancyn is your choice for providing successful solutions.

Why more is never enough

All Customer Experience Programs (CEP) are designed to give you insight regarding your business and how it interacts with your customer. They should allow you to recognize areas that require action. Sometimes all you need is a comprehensive customer survey offering you a direct VOC (Voice Of the Customer). With Jancyn's 30 years of expertise in POP (Point of Purchase), direct contact via in-location advertisement, web-based and IVR (Interactive Voice Response), you are assured that a Jancyn customer survey will be clear, succinct, and give you the data you need, exactly when you need it.

But surveys may not always be enough. Jancyn also offers extensive Mystery Shop Programs, conducted by professional Service Assessors, whose purpose is to be treated like a typical customer, but offer back objective, extensive data about the customer experience, in contrast and comparison to the sometimes subjective and often partial views found in customer surveys.

Our Service Assessors are highly trained and expertly selected to match your customer demographics. Jancyn maintains an assessor base of over 80,000 trained individuals skilled in coverage of your business facets and providing in depth reports to Jancyn.

The view from outside and in

Jancyn's Mystery Shops programs involve engrossing our assessors in your environment while evaluating its performance. While every action and interaction that occurs during the "Experience" is important, it is more important to recognize what aspect of your business best offers a successful ROI.

When you work with Jancyn, we partner with you to help design a process that pinpoints your goals, and then design a feedback form that our assessors utilize to complete a successful evaluation. These forms are objective, and focused on your ROI, ultimately offering "insight from the outside".

Off the beaten path

Today, your customer may never be seen by an employee, or your business may not require human-to-human interaction. The shopping experience today can happen by telephone, over the web, at a kiosk, and even on a mobile phone. Your customer wants to receive your product and service in a multitude of ways, and Jancyn is here to make sure their experience - wherever and however it occurs - is a positive one.

The bottom line is never-ending

In conclusion, the true result from a CEP is your company's growth. A correctly designed CEP knows your purpose and builds from it. Helping you recognize vital points to customer satisfaction is just the foundation of what will keep your business growing. Jancyn recognizes that as customer expectations shift, so too must your ability to shift with them. With Jancyn as your partner, and our 30 years of customer improvement program proficiency, you can anticipate the changes in your customer's perception.

The proof is in the data

While offering extensive CEP's is essential, the ability for you to read and understand the data collected from a CEP – whenever you want to – is paramount. Jancyn invites you to take a look at some sample reports and try our demo account to see for yourself how accessible and broad our CEPs are.

For more information about this program, please contact us today.