Tag: customer experience research

Forty years of customer experience research show how technology, major events and changing expectations have transformed how customers interact with businesses—while the need to serve them well remains constant.

Systems and spreadsheets can confirm that operations are active. They can show that locations opened, promotions launched, calls were answered, orders were processed, and required tasks were completed. But those measures do not always reveal whether customers experienced the business the way leadership intended. Operational activity and operational performance are not the same thing. A […]

Mystery shopping offers flexibility. Some shoppers complete occasional assignments, while others build consistent routes and schedules over time.

Many people believe they must pay to become a mystery shopper. In reality, most legitimate programs allow shoppers to register and begin participating at no cost.

Customer experience programs generate large amounts of data, but information alone does not improve operations. Learn what makes customer experience data truly actionable and how organizations use CX research to strengthen service and operational performance.