Today's marketplace requires that your business is able to satisfy the customer. What many business people don't realize is that the service level that they are attempting to achieve is being stopped by untrained, ill informed staff members that interact with your customers. Did you know that it costs 20 times more to attract a new customer than it does to keep an existing one? Of the millions of dollars that are spent annually on advertising and marketing to attract new customers, very little is spent on assuring that the vision and objectives are achieved on all levels.

At emagine consulting, we are have been working with clients for the past 3 years in understanding and solving customer service issues, ranging from call center operations to complaint management, and implementing innovative methods for new customer acquisition and retention. In mid 2005, emagine consulting began developing various types of evaluation systems, mystery shopping services, for consumer service establishments, including hotels, restaurants, and department/general stores.

Our mystery shopping process is designed to test company standards and customer service techniques. Our shoppers poses as customers and initiate service in the stores, while following guidelines set by emagine for evaluation of various factors including employee knowledge, store layout and appearance, and customer service. Once the reports are tabulated, they are provided to the store in both report and graph format for easier understanding. By focusing on your store operations through an outside evaluator's eyes, you are able to monitor and improve specific areas to assure that your customers remain satisfied.

emagine consulting also provides store planning and layout services to assist in enhancing your customer's experience by assuring that complimentary items are "in the line of sight" for the customer and high turnover items are placed in high traffic locations.