Qualtrics

FEBRUARY 21, 2021

The advantages of using mystery shoppers: It can be a tool to encourage high standards of customer service on a consistent level. If employees are aware that they may be assessed by a mystery shopper at any time, they are more likely to adhere to strict policies around till-side sales and procedures. Enter the toilets.

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

CX Journey

MARCH 31, 2016

The problem of inaccurate recall is further exacerbated when there is lag time between the actual service or sale and completion of the survey from a computer at home several hours — or even days — later. Capturing employee performance on film documents all aspects and nuances of a customer’s experience without subjectivity or bias.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132