A comprehensive mystery shopping program uses a combination of components that work synergistically to develop the vital data store managers need to effect change. One of those components is IVR (interactive voice response).

Unfortunately, some IVR vendors have chosen to position IVR surveys as a replacement for mystery shopping. This is erroneous, since these approaches provide different types of data, one based on subjective recollection and the other based on objective observation.

(more…)

When it comes to measuring the Customer Experience, many organizations have preconceived ideas about what does and doesn’t work. Let’s look at some of these common Customer Experience Management problems and learn how each one can present a unique set of issues to the retailer.

(more…)