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Tips, tricks, and best practices to help you deliver the best experiences to your customers!

 

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Ongoing Education

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 so different. Much like fine cuisine, it’s a mixture of art and science - a step-by-step methodology that,...

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 experience initiatives. Professional mystery shoppers provide eyewitness reports on physical environments,...

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 them for good. Understanding how your brand is perceived has never been more critical. 

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 impact on customer loyalty than ever before. And the challenge of ensuring that operational and brand...

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 dry January doesn’t lend itself particularly well to a weekend away with your pals. As spending 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 experience and how to improve execution with technology and accountability.

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 compelling sessions about the current and future state of customer experience (CX) and advice for...

The key to customer loyalty

3 min read

The Real Key to Customer Loyalty

Guest Post by Colin Shaw, Beyond Philosophy