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.
When difference doesn’t mean different: Understanding cultural bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
Get Fair or Fail: Why Fairness is Key to Business Success
Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise?