A Practical Tech Stack for Expanding Your CX Services If you’re a mystery shopping agency offering (or considering) CX research, you know this: Customers interact across channels, not just in stores. Your clients need more than just in-location mystery audits. They need customer feedback that reflects the full journey, online
What Mystery Shopping Agencies Need to Know About Monetizing CX Services As a mystery shopping agency, you already have a foothold in evaluating in-store and service performance. But when you start offering Customer Experience (CX) services, you’re moving into a space with different client expectations – and pricing dynamics. So
Tailoring Customer Experience Research for Retail, Banking, and Hospitality In the world of customer experience (CX), one-size-fits-all surveys don’t work. Each industry has unique touchpoints, expectations, and pain points – and your surveys should reflect that. If you’re a research agency expanding your CX services, crafting industry-specific surveys is essential
Running a small mystery shopping agency means wearing a lot of hats. From coordinating shoppers to delivering reports, even the smallest inefficiencies can cost you time, money, and reputation. As a CX research and mystery shopping software provider with over 20 years of experience, we’ve worked closely with agencies of
Over the past two decades, mystery shopping has undergone a dramatic transformation. What started as a manual, paper-driven process has evolved into a data-rich, technology-enabled industry that plays a strategic role in customer experience (CX) management. In this post, we explore how mystery shopping has changed—decade by decade—and where it’s
A mystery shopping program is only as good as the shoppers behind it. Without well-trained, reliable evaluators, even the best-designed programs and mystery shopping software won’t deliver the high-quality insights you need. But how do you build a trustworthy, skilled panel of mystery shoppers who consistently meet expectations? In this
In the ever-evolving world of customer experience (CX), businesses have more data than ever – but are they asking the right questions in the right ways? Two popular methods for understanding and improving the customer journey are mystery shopping and CX surveys. Both offer valuable insights, but they do so
In today’s competitive market, delivering outstanding customer experiences (CX) is no longer optional – it’s essential. Businesses are investing in data-driven strategies to understand their customers better. But relying on one method alone – like surveys or reviews – won’t give you the full picture. That’s where the power of
Over the past two decades, emerging technologies have transformed industries, and mystery shopping is no exception. One of the latest advancements making waves is artificial intelligence (AI). In the context of mystery shopping, AI serves as a powerful tool for analyzing and interpreting data at scale, offering businesses valuable insights.
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