It costs 8 x less to retain existing members than acquire new members. Getting your member services right is critical, so we are pleased to offer a great new mystery shopper service in conjunction with Stephanie Richardson, former Head of Professional Recognition at the Institute of Physics.
What is mystery shopping and why use it?
Our mystery shopper will put you in the shoes of your members/customers and work through a structured checklist of activities designed to reflect typical member touchpoints/interactions with your organisation. We provide a core list of areas we recommend every mystery shop should consider and a further selection to suit your needs. Designed to take two days to complete, including initial consultation, the results will provide you with recommendations either to carry on with the great service provided or suggest possible next steps for improvements.
We know it costs more to recruit new members than to retain them. Mystery shopping can remove the pain from the process, for both the organisation and the new member, using insights to create a positive experience with fewer loss points & queries and better informed new members who are already engaged and ready to participate and to act as advocates.
Retention & engagement
At the simplest level, frictionless renewals processes are more effective. However, mystery shopping can help you deliver so much more- by, for example, optimising the way you showcase your benefits and the journey taken to access them- delivering real value through improved engagement and enhanced upselling opportunities.