Look at Your Business from the Customer’s Angle

From your customer’s point of view, your business practices may look a lot different than you think.  Have you done anything lately to try to see things the way your customer sees them? This article by Kathy Breitenbucher suggests you fill out the same forms you...

Corporate Culture Controls Customer Experience

Customer experience, the employee experience and their organizational culture are inextricably linked. That’s the conclusion of this article from Quirk’s Marketing Research Review. As examples, USAA, Amazon, Southwest Airlines, Apple and Zappos are cited as being tops...

Social Media in Mystery Shopping

Our trade association, the Mystery Shopping Professionals Association, will be discussing the future of social media in mystery shopping at their conference in October in Atlanta. According to the panel moderator, social media is changing the dynamics of the...