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Ongoing Education

Mystery shopping score

4 min read

Mystery Shopping Scores: Understanding Brand Execution

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational...

Decode the mystery shopping process in 5 steps

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...

See what the right mystery shopping provider brings to the table

3 min read

3 Reasons To Use A Professional Mystery Shopping Provider

When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer...

Mystery Shopping and Operational Audits - A Holistic Solution To Improve Customer Experience

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...

3 min read

Paper Beats Rock; Mobile Forms Software Beats Paper

As society experiences this time of uncertainty and trepidation, providing customers with a reliable, consistent experience has an even greater...

Customer Experience Management Toolkit

1 min read

Your Guide to Mastering CX in 2020

January and February are slow-moving months for consumers. People are scrambling to pay off their credit cards, don’t deny it Karen, we see you, and...

Employee's role in customer experience

4 min read

Maximizing the Employee's Role in the Customer Experience

We recently hosted a webinar with CX strategist and author, Adam Toporek. The webinar covered the link between employee engagement and customer...

Mystery shopping drives real change

3 min read

How Mystery Shopping Delivers Real Change

Guest Post by Jeannie Walters, CCXP

Humanizing the customer experience

3 min read

Humanizing the Customer Experience

And just like that, another CX NYC conference has come and gone. Forrester’s 2019 event definitely didn’t disappoint. The conference was filled with...