Audit

I recently mystery shopped a well-known luxury brand wearing drugstore flip-flops. They treated me like I didn’t belong. And wow did I...

Yesterday, we delivered a 90-page Customer Experience Audit Report to the leadership team of a major Auto Dealership Network. This client...

I see a lot of people discuss “Customer Experience” like it’s a bolt-on to what they already do. It’s the thing you do after you sort out...

This article contains my commentary from a recent Ultra-Luxury mystery shop retail experience in the US. This boutique was one of the...

Through our CX Audit practice, we’ve learned a lot about the current state of customer experience across industries and geographies. What...

How would your organization rank? We just completed our 54th audit, this time for a luxury automotive company seeking deep insight into...