or Listen on iTunes David Rich, President of ICC/Decision Services discusses Making The Most Of Your Mystery Shopping Program. This podcast is designed for those who already have a program and are looking to take it to the next level. David discusses the elements of a great mystery shopping program. He also goes into the signs of when your program is ready for a change. Further, highlights the Four Myths of Mystery Shopping. Please join David for his insights in using mystery shopping to build your brand and drive results to the next level.
Six problems with Customer Experience Management and what to do about it
or Listen on iTunes Customer Experience Measurement is more important than ever, yet not all companies are aware of the best way to design programs or how to use the information. Learn about some of the biggest obstacles in measuring the customer experience, and how they can be overcome.
The Right Tools; Enhancing the Customer Experience with IVR Web Surveys and Mystery Shopping
or Listen on iTunes Together, these two tools can help ensure that a company knows whether its operational guidelines are properly executed and whether its efforts to satisfy customers are working.
or Listen on iTunes Although mystery shopping programs have proven their worth in the retail marketplace, some companies never realize the full value because their expectations are not aligned with reality. In this program we discuss The Four Myths of Mystery Shopping to bring a clearer picture of what an end-user should expect from their program.
or Listen on iTunes One of the Most Frequently Asked Questions that I hear about setting up a mystery shopping program deals with, "What should the frequency be? Should we choose once a day, once a week, once a month, or once a quarter?" In the podcast we explore the answer.
