Customer Service Tip #15

Naughty and Nice Brands for 2014

  Apparently jolly ol’ St. Nick isn’t the only one with a list of who’s been naughty and who’s been nice. In addition to everyone’s favorite oversized elf, Consumer Reports has published...Read More

Mystery Shopping Tip #12

Conquer Excuses with Coaching!

To get the best ROI from your customer experience measurement program, review each survey with the shopped employee, ideally within two days of receiving the reports. If you’ve coached service behaviors in...Read More

Mystery Shopping Tip #11

Getting the Best ROI from Your Customer Experience Measurement Program

Not having adequate planning before - or appropriate follow up after - launching a customer experience measurement program is almost as bad as not measuring service...Read More