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Voice of the Customer

Demystifying Mystery Shopping
Mystery Shopping Publication

Demystifying Mystery Shopping

Read about the unique advantages of Mystery Shopping in assessing employee behaviours and internal processes, and how it complements Voice of the Customer research as part of a comprehensive Customer Experience measurement strategy.
The Employee Customer Ripple Effect
Customer Experience Publication

The Employee Customer Ripple Effect

By recognizing the fundamental link between EX and CX, organizations can unlock significant potential, create a more people-centric culture, and drive sustainable growth.
Reader’s Digest Reveals Most Trusted Brands in Canada for 2022
Consumer Behavior Survey

Reader’s Digest Reveals Most Trusted Brands in Canada for 2022

Canadians Continue to Buy from Companies They Trust More (92%), Though Importance of Price Not Far Behind
Shop with 'Open' sign in window
Consumer Behavior Survey

Reader’s Digest Reveals Most Trusted Brands in Canada for 2021

Nine in Ten Canadians More Likely to Trust Companies that Take Steps to Protect Consumers from COVID-19 (86%); Tend to Buy from Companies They Trust More (92%)
EFM Publication

Enterprise Feedback Management (EFM)

Customers across all categories now look for a personalized experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.