InteractionMetrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation.
InteractionMetrics
NOVEMBER 21, 2024
A Step-by-Step Process to Improve Customer Service If you’re looking for a structured way to improve customer service, follow this proven approach: Take Inventory of Customer Touchpoints Use surveys tailored to specific interactions, whether it’s tech support, warranty issues, or repairs.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
FEBRUARY 27, 2019
Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them. Inferred feedback: This is input received from value-based, conduct and operational information related to the customer journey across different touchpoints.
Execs In The Know
FEBRUARY 21, 2025
As customers have more avenues to interact with your brand than ever before, its becoming exceptionally more challenging to ensure your brand promise is delivered to every customer, on every channel, at every touchpoint. Additionally, Mystery Shopping delves deeper into the “why” behind customer perceptions.
Execs In The Know
FEBRUARY 21, 2025
As customers have more avenues to interact with your brand than ever before, its becoming exceptionally more challenging to ensure your brand promise is delivered to every customer, on every channel, at every touchpoint. Additionally, Mystery Shopping delves deeper into the “why” behind customer perceptions.
InteractionMetrics
JANUARY 31, 2025
Confero Confero has been around for nearly 40 years and specializes in mystery shopping and customer surveys. They use data collected to measure satisfaction levels, identify customer needs, and evaluate key touchpoints in the customer journey.
CX Journey
APRIL 25, 2018
Identify experience and process efficiencies Identify and remove ineffective touchpoints Kill inefficient rules, policies, processes 4. Have them “mystery shop” the journey themselves, if they don’t yet have a full picture of it. And, most importantly, what they’ll be doing with the output. Give attendees homework.
Expert insights. Personalized for you.
49 
Let's personalize your content