The Role Mystery Shopper Serves in Continuous CX Improvement

Maintaining an exceptional customer experience is critical for long-term success. Perhaps the most effective strategy to ensure continuous improvement is through the use of a mystery shopping program, especially as it relates to employee training. But what does continuous improvement really entail, and how can mystery shopping benefit small businesses…
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Mystery Shopping Is a Win-Win for You and Local Businesses

Do you have strong opinions about customer service? Have a discerning taste for quality? Believe in supporting local business? Of course you do. But did you know that you can help your local businesses to not only survive the pressures of mega-chains and the Internet, you can also help them…
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Improvement Imperative

One of the many adages that most of us know is, “Why fix what isn’t broke?” The idea is that we should avoid expending time and resources to improve something that is already working, especially if there’s a risk that we might accidentally take a good thing and make it…
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