In any industry, it is always the objective of the company or regulatory body to ensure that customers receive best services, whether in terms of quality, quantity, or timely delivery, and companies comply with set regulations (Hill, Roche, & Allen, 2007). For regulatory organizations, creating a framework that can effectively check and monitor the production or service delivery processes is always challenging. Doing it from a customers’ perspective is always one of the best ways of evaluating how certain firms value their customers. Throughout this course, I believe the following three major concepts stand out: mystery shopping, customer satisfaction, and business ethics. The following are some of the reasons why I chose these three concepts, how I have been able to apply them, and how I plan to use in the future.
Firstly, I chose the idea of mystery shopping because of its ability to improve customer experiences as well as provide investors and outside regulators with critical information about a company, including whether it maintains the required quality standards. In my recent workplace, I have been able to use this concept to improve customer experiences and their expectations, including the type of services or products they expect from the management. I plan to use these concepts not only understand the dynamics of buyers or clients but also customer behavior in general.
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Secondly, I selected customer satisfaction because of the critical role it plays in determining the purchasing behavior of buyers and their ability to return (Blessing & Natter, 2019). In the present organization I work for, the analysis of customer behavior is widely used by the marketing team to identify and predict the buying behavior of consumers. As a future leader, I intend to use a similar concept in understanding and estimating not only what buyers purchase, but also predict the motivators behind their decision, including price, quality, or any other factors.
Lastly, I selected the concept of ethics because the entire course of customer experiences and mystery shopping is coined on determining how well the company performs ethically (Fredrick, 2008). This concept has been broadly applied in my workplace to ensure that the organization behaves morally towards the environment and its employees and not just consider the interests of stakeholders. In the future, as a leader, I plan to use this concept in ensuring that my organization upholds honesty, integrity, fairness, and other moral values.
References
Blessing, G., & Natter, M. (2019). Do mystery shoppers really predict customer satisfaction and sales? Journal of Retaining. Retrieved from https://www.sciencedirect.com/science/article/pii/S0022435919300211
Fredrick, E. R. (2008). A comparison to business ethics. Massachusetts: Blackwell Publishers Ltd.
Hill, N., Roche, G., & Allen, R. (2007). Customer satisfaction: the customer experience through the customer’s eyes. The Leadership Factor.
