31 Mar 2025
Mathematics shows that good service leads to higher profits—satisfied customers return and make repeat purchases, recommend the business to their acquaintances, and are much more likely to buy additional services or products when offered. Companies that value their customers succeed.
17 Mar 2025
In today’s dynamic market, understanding customer experience quality is crucial for companies aiming to stay competitive. Traditionally, mystery shopping has been a powerful tool for gathering such insights, yet it comes with limitations such as subjectivity, scalability issues, and slow feedback. Enter Artificial Intelligence (AI), which is transforming mystery shopping—not by replacing human shoppers, but by working alongside them to provide deeper and more actionable insights.
Challenges of Traditional Mystery Shopping
10 Mar 2025
Have you ever experienced a simple gesture, like a smile, completely changing your behavior?
Recently, during my lunch break, I entered a mall with a clear intention to eat at my favorite fast-food restaurant. As I walked toward KFC, the smile of an employee from a neighboring pizza place changed my decision. Just one gesture—a smile, accompanied by a warm invitation—made me choose pizza over a chicken burger.
05 Mar 2025
Nowadays, consumers expect more than just a product or service—they seek a complete experience. Customer service is a crucial part of this experience and can even be perceived as part of the product itself. For example, at Starbucks, the focus is not only on the quality of the coffee but also on the atmosphere and the personal approach of the baristas, which adds value for customers and fosters loyalty. Here, the emotional factor plays a key role.
26 Feb 2025
Net Promoter Score (NPS) is one of the most popular metrics for measuring customer loyalty and how they perceive a product or brand. It evaluates how likely customers are to recommend a product or service. Combining this metric with a mystery shopping survey provides the opportunity for a more in-depth analysis of customer experience.
