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The industry-leading place for news, trends, and information related to Customer Experience Strategy, Mystery Shopping, and CX Innovation.
Mystery Shopping 101: Basics of a Customer Experience Assessment Plan
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 […]
#Brags: Our Case Study on Dyson
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 […]
NPS Basics & Breakdowns
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 […]
11 Rules of Innovation from Cisco CX’s Chief Architect
“Even when we’re about three years old working with Lego blocks, we want to do something different, we want to build something unique with our own hands.” It’s clear that from a young age Cisco Customer Experience’s Chief Architect, Dave Malik, had a knack for innovation, the process of deconstructing problems and reimagining new solutions. In […]
Hitting 2020 in Strides
It’s officially the start to a new decade – Our team at AboutFace is hitting this new decade with a fresh, new stride. After over 20 years in business, we know now, more than ever, that innovating and changing is critical for growth. Our brand underwent a significant and exciting change last year, which is […]
