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Transforming Customer Experience Through Mystery Shopping

Doing CX Right

Claire Boscq- Scott, Global Customer Service guru and three-time author, explains why and how to do mystery shopping right. The post Transforming Customer Experience Through Mystery Shopping appeared first on Doing CX Right.

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3 Ways to Get More from Your Mystery Shops


At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation.


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How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty

Beyond Philosophy

We also discuss how training, AI technology, and tried and true low-tech mystery shopping can help, too. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions. 13:23 We share one of the biggest obstacles to success in evoking customer emotions—and it probably isn’t what you think.

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How to measure customer service training

Inside Customer Service

Mystery shopping scores immediately improved and continued to trend upward. This process was straightforward with the valet parking contract. They averaged 94 points by the 30-day deadline, which was above the 90-point target. The hotel general manager agreed not to cancel the contract as a result.

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8 Quality Monitoring Strategies for Improving CX and Loyalty


Mystery Shopping Mystery shopping allows contact centers to get an unbiased, third-party perspective on how their customers experience their services. Surveys, data analysis, and customer feedback can be used to measure performance, understand customer expectations, and drive improvement.

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Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

Mystery shop your competitors in person and online. Choose the group’s internal social influencers so that the message can be amplified throughout the organization. Identify the experts who deliver an exceptional customer experience.

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KMF, Microfinance Focusing on the Service Strategy in Kazakhstan

Service Quality Institute

Zhanna Baigunakova, Head of Quality who spent 2 days mystery shopping with me. Dalida Davlyatshine, Managing Director. Darkhan Maratuluy who organized and managed the event. Kamila Besaeva who managed logistics to get me to Almaty.