2 min read
The Mystery Shopping Process in 5 Steps
With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t...
2 min read
With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t...
3 min read
When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer...
5 min read
It's a great time to be in the convenience industry. The changes in consumer habits that we’ve tracked over the past two years show people are making...
3 min read
When someone starts a sentence with “If money was no object,” you know what follows will be a grandiose and idealistic proposition. But the cost...
2 min read
Mystery shopping is a commonly used tool to help brands ensure that their employees are delivering on brand standards and adhering to operating...
2 min read
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
Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner.
3 min read
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
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
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...