Amazing Business Radio: Claire Boscq-Scott

Mystery Shop Your Customer Experience
How to Improve Your CX by Putting People First
Shep Hyken interviews Claire Boscq-Scott, Mystery Shopping and Customer Service Specialist. They discuss her latest book, The Secret Diary of a Mystery Shopper, and how any and every company can and should implement a program to measure their customer service.
Top Takeaways:
It’s important for any and every business to measure the level of service they provide. After all, you can’t change what you don’t measure. Mystery shopping is one method of measuring the customer experience a business provides.
When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure.
Follow the customer journey as closely as possible to get the best read on what the customer experience is like.
Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.
Measuring your customer service