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Changing gear: How mystery shopping drives a better automotive CX performance
What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
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Ipsos Loyalty Council: Sharpening the senses
For this report, we spoke to over 30 leading experts in customer management to explore the challenges faced by those managing the customer experience.