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In today’s highly competitive marketplace, providing exceptional customer service is crucial for businesses to thrive and succeed. One effective strategy that companies utilise is customer service mapping. This approach involves analysing and visualising the entire customer journey to gain a deep understanding of
Setting personal goals is like charting a course for your life and so it is the same with setting customer service goals for your business. Whether they’re short or long-term objectives, personal or business-orientated, goals serve as your compass. Goals direct your actions,
In today’s competitive business landscape, Australian companies are continuously seeking effective strategies to boost revenue and profitability. One highly impactful approach to boost revenue is with a mystery shopping program. Rising interest rates are resulting in fewer customers and less growth. Therefore, it
As we celebrate our 21st year in the mystery shopping industry, we can’t help but reflect on how the industry has evolved since we first started. Changes include the rise of online shopping to the increasing importance of customer experience over standard service.
Almost everyone is familiar with mystery shopping, but a good mystery shopping program goes far beyond the mystery shop itself. Many businesses value their mystery shopping program only as a way to understand what’s going on at individual locations. Having feedback on which
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