InteractionMetrics

NOVEMBER 21, 2024

Combine this with mystery shopping to get an unbiased view. Instead, focus on metrics like proactivity, courtesy, expertise, efficiency, and how well customers feel listened to. Ensure they have: Clear protocols for resolving common customer issues. A shared vocabulary to align service goals.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

Callminer

FEBRUARY 27, 2019

Collecting insights through multiple channels allows you to figure out two key drivers of your customer experience: whether your current standards are being met and whether or not those standards are aligned with customer expectations. Create an official ‘customer journey map’.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

InteractionMetrics

JANUARY 31, 2025

Confero Confero has been around for nearly 40 years and specializes in mystery shopping and customer surveys. Their platform allows unlimited custom dashboard views, which makes it easy for management to organize customer insights in the way that works best for them.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132