Elevating Your CX Program Through Mystery Shopping

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How can mystery shopping enhance the consistency of your Customer Experience program?

Is your brand being properly represented at the front line?

How do you measure the consistency of your service delivery?

Each year, many of the world’s largest brands continue to increase their investment in mystery shopping programs—a methodology for ensuring their brand promise is maintained at every customer touchpoint, every time. Mystery shopping delivers objective insight and captures customer experiences that otherwise might remain unnoticed. This type of insight is fast becoming an integral component of enterprise CX programs.

Dan Hugge Doug Smith
Dan Hugge
Client Service Director
Doug Smith
Senior Research Manager

Join MaritzCX’s mystery shopping experts, Dan Hugge and Doug Smith, for this webinar as they explain how to design and execute a mystery shopping program that drives true value to your organization. They’ll convey best practices that apply across industries and explain how to design and execute a program that meets the needs of your customers and internal stakeholders—and, in turn, helps answer those key business questions critical to your organization’s success.

Discover tools and best practices to enhance your current or future mystery shopping programs. Learn to:

  • Discover what drives the brand through the lens of your customers and stakeholders
  • Design a mystery shopping program where results consistently align with your goals and objectives
  • Analyze consumer, competitor, and internal feedback to benchmark and provide program ROI
  • Drive desired CX action through a better understanding of what motivates your customers

Every mystery shopping program has its own unique lifecycle. Join us and learn how to take yourmystery shopping program – at every stage – to the next level.


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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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