2 min read
The Key to Effective Mystery Shopping: Understanding Your Customer
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? Maybe you didn’t ask the...
Customer Experience (9)
2 min read
How to Prepare your Restaurant for Labor Day Weekend
On one of the busiest long weekends of the year, it’s essential to prepare your restaurant for the influx of customers. With added customers comes...
1 min read
GEM Series: Three Solutions for Hotel Guest Experience Management
Customer experience (CX) has become a top priority for almost all B2C companies today. Their customers don’t just want high-value, great experiences...
3 min read
How To Prepare for Canada Day & Independence Day
On an average July 4th weekend, Americans across the country consume 150 million hot dogs, and purchase more than 68 million cases of beer. With all...
3 min read
VoE: How Employee Feedback Contributes to Your CEM Program
While voice of the customer (VoC) feedback is a key part of improving customer experience, it’s also important to collect feedback through other...
1 min read
CXM Maturity Series: Does Your CX Need to Evolve?
Achieving great customer experience (CX) is becoming more and more challenging for multi-location businesses. Not only are these companies...
3 min read
CX Leaders: 5 Tips for Becoming a Customer-Centric Organization
It’s no secret that people are resistant to change - and when it comes to organizational change, their resistance might be even stronger. This is one...
1 min read
Why Operations Teams Should Care About CEM
First things first: before we tell you why your operations team should care about customer experience management (CEM), we’ll start by explaining...
3 min read
How To Improve Your QSR's Drive-Thru Experience
In the QSR industry, overall customer experience is largely impacted by how well the drive-thru operates. With a whopping 70% of service coming from...
1 min read
Restaurant Operations Series: Using Measurement to Drive Execution
With the help of social media and websites like Yelp, Urbanspoon and Trip Advisor, consumers are more vocal than ever about their dine in-and quick...