A simple approach to learn what your competitor’s key strengths and weaknesses are for servicing customers during this pandemic is by mystery shopping. 1 or 2 shops will provide invaluable insights into what your competitor is doing right (or wrong). You can then use what you learned to strengthen your service delivery, customer experience, and market position.
The following table summarizes what was uncovered during recent interactions with Canadian Tire, LL Bean, No Frills, and STAPLES:
These tips can help companies improve their service delivery, customer experience, and market position during COVID-19: