What is CX?
CX stands for customer experience. It’s that easy!
Customer experience is how your current customers and future customers view and interact with every detailed aspect of your business.
Our job at covertcx is to step into your customer’s shoes and a get first hand experience about how your customers feel, think, and behave about their overall experience with your company. Our undercover evaluators are trained to highlight and critique the details often missed by customer reviews and employee feedback.
Why specialize in customer experience for event venues and retail stores?
As event ticket and consumer goods prices skyrocket, your customers deserve to have to highest customer experience possible, but this usually comes at a high cost to ownership/management. Every year, hundreds of new venues/stores open, and it is becoming increasingly difficult to remain relevant to your target audience, without doing expensive renovations or increasing marketing costs. Every business is looking for an edge up on their competition as a way to stand out, without breaking the bank.
It is very difficult for venue/store owners and management teams to understand exactly what they are doing right, and more importantly what they are doing wrong. Marketing research has changed in the last 10 years, and we’ve seen an industry wide shift to try to get inside the mind of the consumer.
There is no better way to understand exactly how and why a person uses a product than to discover the customer experience first hand. We are here to help!
Why hire an independent evaluation service?
Running a live event venue and planning events in general is extremely time consuming, stressful, and chaotic. Months, sometimes years of planning go into putting on 1 day events. When event day is finally here, all ownership, event operations teams, and event staffing are usually focused more on running the event and on problem solving. There is usually a lack of attention and focus dedicated to evaluating the results of your hard work, and rarely do venue owners and operations teams have a chance to experience events from their customer’s first-hand perspective. Customer reviews and surveys can be helpful, but can be biased, inaccurate, and aren’t always reliable. It’s very rare that online customer reviews are actually acted upon to make infrastructure or operational changes.
By hiring eventcx to evaluate your facility or event, you know that our event feedback is coming from an unbiased source of trained event experts. Venue ownership and event organizers might not always love the results, but can trust the the information reported is reliable for making the changes needed to improve your customer’s event experience.
Before our eventcx team travels to a facility, we spend weeks preparing for each evaluation. We read and assess all major online review platforms, evaluate your online advertising, website, ticketing experience, and also contact local staff and event attendees to help us prioritize areas of focus for each event/facility.
How we got started…
CEO Mike Smith started covertcx after seeing an obvious neglect towards the customer experience in the event/retail industry. He is a lifelong entrepreneur, and graduated from the University of Kentucky with an engineering degree in 2015. Upon graduating, Mike started a construction/design company with a focus on designing digital 3D renderings for the commercial construction industry. Mike has over 20 years of event coordinating experience, has been doing private event consulting for over 5 years, and also owns a private event venue. With a passion for the sports, music, entertainment, and retail, Mike expanded his event industry knowledge to focus specifically on improving the event/retail customer experience.
More simply, Mike has always had an eye to see the obvious flaws and problems of the event/retail experience, but more importantly is always engineering solutions to solve those problems.