Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping
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Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping
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Narrated by:
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By:
Tom Finnegan, Principal, Stratmor Group. Key highlights: secret shopping reveals the real customer experience; lack of follow-up is a key problem; too many LOs are order takers instead of consultants; speed matters; and customer experience is now a competitive advantage.
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