4 min read
Using Video Mystery Shopping to Capture the Human Side of Service
On paper, everything checks out. Your frontline teams are hitting their KPIs. Audit compliance is strong. Customer satisfaction surveys? Decent. And...
4 min read
On paper, everything checks out. Your frontline teams are hitting their KPIs. Audit compliance is strong. Customer satisfaction surveys? Decent. And...
4 min read
Let’s get brutally honest. If your CX strategy starts and ends with an NPS score and a quarterly mystery shop, you’re not running a strategy. You’re...
5 min read
A customer swings by your store on the way to work, grabs a breakfast sandwich, taps the screen to pay, and waits. Nothing happens. Another’s mobile...
6 min read
Imagine this: Leaders of a national chain gathered for their quarterly business review after a period of rapid expansion. The conversation started...
6 min read
You’ve probably noticed it: shopping doesn’t look like it used to. As customer expectations evolve, stores are getting smarter, checkout lines are...
6 min read
Imagine this: Peter is hungry and in a hurry for something satisfying to eat. He pulls into a drive-thru, but the menu is cluttered, the line is...
5 min read
The restaurant industry is evolving at an unprecedented pace. Brands are introducing customer-facing technology, new menu items, limited-time offers,...
5 min read
From reducing costs to improving customer retention, efficient restaurant operations can significantly impact profitability.
3 min read
In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely...
4 min read
With back-to-school shopping wrapped up, retailers are now gearing up for the most important time of the year: the holiday season.