The industry-leading place for news, trends, and information related to Customer Experience Strategy, Mystery Shopping, and CX Innovation.
Building trust doesn’t happen in a vacuum. You have to remain consistent in your messaging, understand your buyer personas and deliver on your promises over time. When your prospects and customers trust you, they are more likely to buy from you. When you have their trust, you can also command a higher price and boost […]
Customer Experience Strategy is a term widely used to mean very different things for a lot of companies. Most brands get lost in the conundrum regarding the differences between customer experience strategy and customer service, which are different. And as this CX Innovation space evolves, what we know as ‘customer experience’ continues to evolve as […]
Let’s start at the very beginning–Mystery Shopping 101. If you’re hearing the term mystery shopping for the very first time in your life, you might picture a shadowy character darting around the aisles of a department store looking for a clue to some kind of important crime case. Although a riveting idea, this is not […]
CASE STUDY Dyson Demonstrator Sales Compliance Program Dyson Ltd is a British technology company, founded in 1992 by Sir James Dyson, which designs and manufactures vacuum cleaners, hand driers, bladeless fans and heaters. It sells machines in over 50 countries and employs 3,100 people worldwide. The company prides itself on engineering products which work in different and better ways […]
Net Promoter Score (NPS) is a customer experience staple, so we wanted to break down the basics of NPS and share why every customer-focused company needs to be leveraging the power of your NPS. NPS Definition NPS is a metric that measures the loyalty of customers to a company, and its scores are measured with […]