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      Kat Hirsch

      Virtual Mystery Shopping Do’s and Don’ts in 2021

      Keeping experiences consistent, both in-person and online has never been more important. Over the past year, we’ve seen a significant acceleration in the adoption of e-commerce and other methods for interacting virtually with businesses. Now is the time for your virtual mystery shopping programs to shine! Mystery shoppers have never been better-equipped to stress test and measure digital properties from the safety of their homes, as well as the quality of virtual services rendered.

      The 3 I's of Retail Customer Experience: Intelligence, Improvement and Impact

      The CX world has been turned on its head. Even before the global pandemic changed customer...

      How Grocery Stores Can Use Customer Feedback to Design a Path Forward

      With the closure and reopening of stores amid the pandemic, not to mention the implementation of...

      Using Feedback To Perfect The Customer Experience: How Surveys Help Restaurants

      As restaurants digitally accelerate and adapt to new service models, customers are grappling...

      Making Great Experiences Happen | CX Day 2020

      Every year, the first Tuesday in October marks a very special day for our global community. CX...

      Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

      Earlier this week, we conducted an interview with Jeanne Bliss, CEO/Founder of CustomerBliss,...

      Measuring Customer Experience During a Global Crisis (Part 2)

      Welcome to the summer of 2020, at least in the northern hemisphere, where B2C transactions are...

      Do Something Great with Customer Feedback (Webinar Recap)

      Last week, we had the distinct pleasure of sitting down with Heart of the Customer’s CEO and...

      Experiences that Matter - Volume II

      At Intouch, we are incredibly proud of the amazing businesses that we get to call our clients....

      Changes in Consumer Habits | Implications for Convenience Stores and Gas Stations

      This month we've looked at COVID-19’s impact on the Retail and Restaurant industries. Now, as we...