Customer Experience

Customer Perspective is a weekly podcast exploring all things Customer Experience, performance of channels, and Mystery Shopping.

Customer Experience is now undeniably a driver of business performance, and companies make significant investment in order to meet their customers’ needs. But how can you ensure that investment creates authentic, influential and memorable experiences which truly represent your brand promise?

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?

More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.

Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.