CXE BLOG

As a leader and manager you have more on your plate than you can handle.  It is tempting to “put out the fires” and hope that everything else is going smoothly.  You also know that customer opinion is one of the most important metrics that you need to ensure sustainability.

People are sitting in board rooms all across the US today (perhaps clad in costume), realizing that they must change the way they are doing things.

How do you engage your customers?  How do you know what they experience?  Do your employees operate with a focus on the customer experience, or simply to complete tasks, fill orders and turn transactions? Are your customers delighted EVERY step of the way?

Have you ever seen an advertisement for a new product, or signed up for a promotion, and then tried to purchase the item or redeem the promotion only to find that the sales people know nothing about which you speak?

WHY mystery shop

WHAT to do with the results and ultimately...

HOW much does it cost?

Any organization embarking on an initiative to evaluate and improve their customer experience through mystery shopping will have questions along the way…CSE has the answers!

Even When it Comes to Lunch Breaks!

Isn’t it odd that oftentimes several organizations offering the same product or service can produce such different experience outcomes?  If you’ve ever flown on an airplane, the experience between certain carriers is largely varied.  Or, if you’ve been to the grocery store--there are major differences between the Wegman’s of the world and the “others”. I would suggest that an organization’s people and internal processes are what make the most difference in experience outcome.  The physical setting sometimes plays into it--but you all know that “hole in the wall” restaurant that delivers great food, great service and a delightful experience.

Will all of the talk about fiscal cliffs, sequestration and tax hikes lately, it is more important than ever to ensure your dollars and other resources are being spent wisely.  Households and organizations across the nation are pinching their pennies and scrubbing their budgets in order to ensure that nothing is wasted.  Recently, you and your teams have likely asked yourself questions: