2 min read
3 Ways to Automate Your Mystery Shopping Data
Mystery shopping is a commonly used tool to help brands ensure that their employees are delivering on brand standards and adhering to operating...
Mystery Shopping (2)
2 min read
4 Key Steps to Launching a Mystery Shopping Program
Over decades of managing mystery shopping programs we've seen time and time again that the overall success of a program hinges on the initial design....
2 min read
3 Essential Features of Modern Mystery Shopping
The practice of mystery shopping can trace its roots back to research methods in the 1940’s designed to assess operational and behavioral...
6 min read
Top Tips to Craft the Best Mystery Shopping Program
Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner.
2 min read
The Many Faces of Mystery Shoppers
If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who...
3 min read
Strategies for Customer Experience: Measurement 101
A customer experience management (CEM) program without a measurement strategy is like having a sports car without any gasoline. Data is the fuel that...
3 min read
Mystery Shopping and Operational Audits: A Two-pronged Approach To CEM
Great customer experiences lead to lifetime loyalty. A positive experience will keep customers coming back for more whereas a negative one can lose...
2 min read
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 Founder, Jim Tincher, to discuss all things customer...
2 min read
Incorporating Customer Feedback in your Business Planning
“Continuity gives us roots; change gives us branches, letting us stretch and grow and reach new heights.”
4 min read
The Key to Cultivating Loyalty Part 1: Action Customer Feedback
Guest post by Jim Bass, Designing the Difference