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We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. They state what the experience should look like and then they measure it through mysteryshoppers. The reality is, both of them are. The Distributor Dynamic. As such, they now need to change.
Solomon : As a customer experience consultant and customer service turnaround expert , I get a lot of requests from companies that want to become “the Ritz-Carlton of banking” or “the Ritz-Carlton of aircraft parts manufacturing.” You go above and beyond to help a company, including going in hands-on as an undercover mysteryshopper. .
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