• Битката за клиентското изживяване (СХ) вече започна: а вие готови ли сте?

The CX Battle Has Started: Are you Ready?*

07 Nov 2017

Customer Experience is now the key battleground for consumers’ purses and wallets – 89% of companies surveyed by leading analyst Gartner this year say that CX will be their primary basis for competitive differentiation. Jill Spencer, Vice President MSPA Europe, reveals how you should build a working strategy.
  • Competitive Benchmarking: The Forgotten Side of Mystery Shopping

Competitive Benchmarking: The Forgotten Side of Mystery Shopping*

16 Oct 2017

One aspect of mystery shopping that is often overlooked is competitive benchmarking, meaning the practice of sending mystery shoppers to the competition to see how the competition is operating. This is valuable because it allows brands to more accurately measure their place in the industry. The article outlines the most commonly used kinds of competitive benchmarking.

So, I hear mystery shopping is an outdated modality?*

31 Jul 2017

Is there any point of mystery shopping? Could any agency provide mystery shopping? Where to watch out if you plan mystery shopping in your company? Ian Jeffrey, MSPA EU Board Member & Managing Director – Helion South Africa, answers these questions.