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

Customer Service Tip #14

CEOs View Customer Experience Management as a Key Tactic for Growth

According to a second quarter survey by Gartner, the world's leading information technology research and advisory company, 2014 will be viewed as the year that CEOs...Read More