Consumer Experience (CX) Audits: Full Deployment Add-On Program
Uncover the unseen. Gray Falkon’s Consumer Experience (CX) Audit Program delivers a new perspective on brand protection by analyzing the full customer experience to expose hidden risks, unauthorized activity, and missed opportunities.
Consumer Experience (CX) Audits
As an add-on to our Full Deployment solution, our CX Audit program includes the following steps:
Strategic Planning
Our Brand Success Strategists work with you to identify high-impact audit opportunities.
Targeted Evidence Gathering
Provides irrefutable proof of issues when needed for escalation or enforcement.
Global Reach
We utilize a network of purchasing and processing centers for comprehensive coverage.
Comprehensive Evaluation
We capture detailed imagery and assessments of the entire consumer experience, from product listing accuracy to unboxing.
Immediate Action Trigger
Our system automatically files and escalates policy violations discovered during audits.
Data-Driven Insights
CX Audit dashboards in our Marketplace Brand Protection Portal provides detailed daily analytics.
CX Audits vs. Typical Test Buys
Our Consumer Experience (CX) Audit Program goes beyond traditional brand protection, offering a unique, data-driven approach that evaluates the full customer journey to uncover hidden threats and opportunities.
Product Accuracy
Verifying that received items match PDP listings
Packaging Integrity
Assessing packaging condition and branding
Shipping Practices
Evaluating timeliness and quality of shipping
Seller Compliance
Checking adherence to marketplace policies
Overall Presentation
Ensuring the entire unboxing experience aligns with your brand promise
Test Buys: Why? Why Not?
Test buys are a popular tool in the brand protection toolbox, but it’s crucial to understand their strengths and limitations:
Tangible Evidence: They provide concrete proof of issues. For example, you can physically see melted chocolate, which makes a compelling case for Amazon to remove the listing(s).
Clear Cause-and-Effect: It’s easy to understand why Amazon would take action based on a damaged product.
Tailored Approach: Test buys allow for a customized strategy based on specific product characteristics, seller behavior, and marketplace dynamics. This flexibility enables brands to target problematic sellers or listings, adjust to evolving threats, and combine strategies for maximum brand protection.
Cost: At $60-80 per unit plus the product cost, expenses can quickly accumulate.
Variable Quantity Requirements: The number of test buys can vary significantly:
- Establishing a pattern often requires multiple purchases, increasing costs.
- The quantity depends on specific industry needs and evolving marketplace policies.
- Strategic, actionable test busy are more effective than a scattergun approach.
- The ratio of test buys to results varies, affecting overall efficiency.
Works Across Major eCommerce Platforms
Disclaimer: All products, logos, and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
The Direct Impact Of Our Multi-Faceted Approach
In a real-world deployment, our multi-faceted approach of combining and aligning seller engagement, marketplace enforcement, and targeted CX audits drove real results by removing violators, reclaiming listings, and suppressing millions in unauthorized sales.
Our brand protection strategy:
Seller Engagement
Custom letter campaigns for Amazon meltables with seller replies via Falkon Connect.
Marketplace Engagement
Reported meltable and trademark violations for all melted products received.
Target CX Audit
Strategic, seasonal test buys to assess policy compliance and customer experience.
Resulted in:
Sellers Removed
Listings Removed
Sales Suppressed
What Our Customer Say
“Gray Falkon has proven instrumental in reducing illegitimate sellers, driving traffic, and growing our sales in an impressively short period.”
Greg Terry
Director Omnichannel Sales,Cumberland Packing Corp.
“The only company in the marketplace that can achieve the results we need. They have the technology. They have the analytics. They have the only process that works. No one else is even close.”
Deejay Smith
Head of Global eCommerce Sales & Compliance, LifeScan
Gray Falkon’s Powerful Combination: Full Deployment with Strategic Consumer Experience (CX) Audits
The powerful combination of our Full Deployment solution, enhanced by Consumer Experience (CX) Audits, is changing the game for eCommerce brand protection.
Ready to Take Back Control?
Let’s stop the revenue leaks, protect your customer experience, and build a smarter, stronger eCommerce marketplace strategy – together.
