Insights for Operations

How to Create a CX Approach for Maximum Impact [White Paper]

Erin Waterfall

There are several trends occurring across the world that are contributing to hyper-competition around customer experience...

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The Right Approach to Customer Experience: Jim Tincher Interview (Part 2)

Justine Lambros

In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) -..

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The Customer Experience Landscape: Interview with Jim Tincher (Part 1)

Justine Lambros

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP),..

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3 Ways Mobile Forms Ensure Safe Food Handling in Restaurants

Veronica Waterfall

In recent years, there has been a trend towards clean eating and an increase in food allergies and intolerance's in households..

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The ROI of Customer Experience: 16 KPIs You Should Be Tracking

Erin Waterfall

We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers..

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Customer Experience Management: What Every CX Leader Should Know

Erin Waterfall

Are you trying to lay the groundwork for a standout customer experience management (CEM) program? Is your organization looking..

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Guide: What Should Your Mystery Shopping Scores Be? [Infographic]

Paul Bell

If you have just begun mystery shopping your stores, it’s important to set an initial target for the level of compliance you..

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Three Steps To More Efficient Retail Stocking

Veronica Waterfall

Efficient stocking procedures are vital to ensuring merchandise is available for customer purchase. As operations become more..

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Four Ways to Improve Your Hotel Operations

Veronica Waterfall

In a fast-paced industry like hospitality, success is dependent on timely execution. But, managing the constant in-and-out of..

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Four Ways You Can Lower Restaurant Labor Costs

Erin Waterfall

Regardless of theme, size, geographic location, or target clientele, all restaurants have one major concern in common: labor..

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3 Ways Restaurants Can Handle a Minimum Wage Increase

Paul Bell

One of the most significant, yet essential costs restaurant managers face are labor costs. Luckily, with efficient processes..

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The Best of the Intouch Insight Blog 2017: Our Top 10 Posts

Navi Vaid

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in..

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How Mobile Checklists Improve Retail Execution [Infographic]

Veronica Waterfall

In a retail environment, employees frequently have recurring tasks that need to be completed on a regular basis. Without a..

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How to Choose a Mystery Shopping Provider: Top Four Questions to Ask

Paul Bell

In North America, there are over 150 mystery shopping companies that are members of the MSPA (Mystery Shopping Providers..

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How to Prepare Your Retail Stores for Boxing Day and the Holiday Season

Navi Vaid

Edging on one of the biggest shopping seasons of the year, consumers will not be shying away from pulling out their wallets..

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Why You Need Checklists in the Workplace

Veronica Waterfall

During World War II, when the new B-17 bomber was introduced, one of the star aviators crashed the aircraft during its..

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How to Improve Customer Experience with Mystery Shopping & CSAT Surveys

Navi Vaid

When it comes to the value of your mystery shopping program, your results are meaningless if the behaviours you're measuring..

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The Key to Effective Mystery Shopping: Understanding Your Customer

Navi Vaid

Have you ever been in a situation where you ask a question only to receive an answer that isn’t what you were looking for?..

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Petro-Convenience Mystery Shopping [Infographic]

Paul Bell

In petro-convenience stores, you no longer just have gas pumps to worry about. The industry is always growing and shifting -..

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How to Use your Mobile Forms Software to its Fullest Potential

Navi Vaid

If you're using mobile forms at your business to complete regular checklists, see insights and action problems, you're..

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Retail Mystery Shopping [Infographic]

Paul Bell

The retail landscape is constantly shifting, and now more than ever it's essential that retailers provide their customers with..

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How to Use Mobile Forms to Improve Guest Experience at Your Hotels

Navi Vaid

Operating a hotel chain is a complex, fast-paced job. At every hotel, there are numerous people and departments that need to..

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How to Use CSAT Surveys to Improve Guest Loyalty at Your Hotels

Navi Vaid

In order to remain competitive in the hospitality industry, hotels must have a strong understanding of how guests are..

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CSAT & Mystery Shopping: Better Together

Navi Vaid

If you’re looking to improve customer experience at your locations, there are two key steps in the process to ensure that you..

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How to Prepare your Restaurant for Labor Day Weekend

Paul Bell

On one of the busiest long weekends of the year, it’s essential to prepare your restaurant for the influx of customers. With..

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How to Leverage Hotel Mystery Shopping to Improve Guest Experience

Navi Vaid

Businesses in the hospitality industry do more than sell products or services - their customers are paying for an experience...

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GEM Series: Three Solutions for Hotel Guest Experience Management

Navi Vaid

Customer experience (CX) has become a top priority for almost all B2C companies today. Their customers don’t just want..

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Restaurant Mystery Shopping [Infographic]

Paul Bell

When you own or operate a restaurant with multiple locations, it's impossible to be on the floor at all times, so it's..

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When Should You Look For A New Mystery Shopping Provider?

Paul Bell

If you’ve been mystery shopping your locations for some time and your results seem a little stale, or you aren’t happy with..

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