Tag: CX

Ever been asked to “give us a 10” on a customer survey?

It might seem harmless — but it’s actually a textbook case of Goodhart’s Law: When a measure becomes a target, it stops being a good measure.

When employees coach customers on how to answer surveys, the data stops reflecting reality. Real service gaps get hidden, trust is lost, and leaders miss the insights they need to improve.

If your business relies on survey scores, this is a must-read. The numbers might look good, but what’s really happening with your customers?

#MysteryShopping #CustomerExperience #CXResearch #GoodhartsLaw #CustomerFeedback #CX

Every digital interaction—from websites to kiosks to delivery apps—is a form of customer service. But tech alone isn’t enough. It must be supported by empathetic human intervention, seamless processes, and integrated third-party systems. 

Curious how this plays out across your customer journey? Read our latest post and discover how we test and perfect the human‑tech balance. 

The pandemic has challenged consumers to understand new tech and evolving in-store processes. Here's how to find where consumers have trouble interacting with your company.