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If you’ve ever worked in the service industry at any level, chances are that the thought of a mystery guest or a mystery shopper fills you with dread or anxiety. You never know who it might be, so you always have to put your best foot forward. Moreover, the whole staff has to remain on high alert so as not to make an accidental mistake.

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On this webinar, we share how to:

  • Discover the ‘baseline’ for your typical customer habits and expectations using resources you already have!
  • Assess the impact of Brand and Interaction experience on likelihood to recommend using ‘Best in Class’ brand insights using ‘CCX’ or ‘Competitive Customer Experience’ research.
  • Incorporate insights with current guest expectations to provide EMEM: Exceptional Moments to make Experiences Memorable.

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On this webinar, we share:

  • Discovering the WHY through empathy mapping, including a bonus FREE template available here [click]!
  • Defining buyer personas in an ever-shifting economy.
  • Uncovering knowledge through the effective use voice of customer and online reputation insights.

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On this webinar, we share:

  • Translating the real meaning of NPS, and how it can help (and hurt!) your business insights
  • The top 3 three reasons why Passives are more dangerous to ignore than Detractors
  • Why the type of survey you use matters (Hint: you’ll need more than one!)

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For the past few weeks, we have all experienced a huge shift in shopping behaviors to digital adoption and online experiences. As retailers, restaurants, and other on-site businesses begin to reopen, there will be another shift in consumer behaviors… And it’s not going to be the same as before. 

Are you ready to reopen with the upcoming ‘new normal’?

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It’s the most wonderful time of the year in my household. Why?

Baseball fans are gearing up for an exciting new season. Basketball, hockey and soccer fans are cheering their teams on to playoffs and championships. Football fans are counting the days to preseason and fantasy drafts. Whether mainstream or one of many other popular sports, fan loyalty and enthusiasm around the world are stronger than ever.

So why has attendance at stadiums and arenas been declining?

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Quirk’s Media writes, ‘There are many different ways to measure and gauge customer and user experience. Companies that specialize in CX and UX use a range of tools and methodologies – from more traditional methods like surveys to more tech-based techniques like eye-tracking and biometrics – to give insight into how to your users and customers interact with your brand, products and services and provide ways to improve those experiences.’

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