We build
awareness
Method and Experience
We have integrated the power of the coaching approach with twenty years of expertise and experience in market research and mystery shopping methodology, creating a unique and innovative project awarded by the Lombardy Region. In 2008, we thus gave birth to the Mystery Coaching® model.
By applying to performance analysis and measurement methods the approach of continuous training and coaching's orientation towards change, we work to transform data into functional behaviours and train to improve the services delivered by companies.
The Mystery Coaching by MyNoiLab helps to:
- Stimulate management's assumption of responsibility
- Stimulate managerial growth
- Facilitate the creation of a data sharing model for sales and performance data
- Foster a feedback culture on service
- Train to maintain a constant focus on service
- Standardise the language around service and simplify it
- Facilitate the development of actions on the theme of customer relationship
- Verify the alignment and effectiveness over time of action plans in real time and on a consistent basis
- Enhance competencies
What is the point of data if it is not transformed into behaviours and indicators of change? How can a customer experience that meets customer expectations be guaranteed? And what does it take to make an omnichannel system truly effective?
The degree of customer satisfaction is a number behind which lies what determines the success or failure of a business strategy. What matters is not so much the value of customer satisfaction surveys, but WHAT determines that value and HOW it is truly possible to shift the final result. It is essential to be aware of the very strong correlation between the quality perceived by the customer and the quality actually delivered.
Talking about service and focusing on the people who deal with customers every day are the crucial variables of an excellent customer experience. Tools such as Mystery Client, which return objective data relating to the quality delivered, allow companies to integrate customer satisfaction analyses: the more objective the data collected, the more meaningful the insights the company can draw from it.
The evolution of organizations
All companies that truly put the customer at the centre are those for whom the customer's opinion matters. The entire company benefits from this, starting with management, which can find useful insights for strategic decisions and for steering the course of change. Marketing and sales are directly involved, from a commercial and CRM perspective; as are human resources and training, for the personal and professional development of the people with whom the customer establishes a genuine relationship. The driving force behind all of this is the willingness of companies to move from a product-based approach to a service-based one, ultimately reaching one that is founded on relationship.
Sharing with all those who, in various capacities and with various responsibilities, have the ability, through their own behaviour, to "influence the data". It is not enough to "disseminate" the result: it is necessary to provide a framework for interpretation, bringing awareness to the actors in the process. The insights that emerge from the interpretation of the data can be decisive in defining a strategy and, at a structured level of use, the data itself can represent a starting platform on which to build an organizational development path at all levels.