🎙 Episode Title: Unveiling the Power of Mystery Shopping with Andy Firth
In this episode of the Shine on CX Show, we’re joined by Andy Firth, VP of MSPA Africa/Europe and Head of Advisory and Analytics at Ipsos, to explore the transformative impact of mystery shopping within the customer experience (CX) ecosystem. With over 25 years of experience in market research and 17 years specialising in mystery shopping, Andy shares his expert insights on how mystery shopping goes far beyond simple evaluations, driving commercial growth and enhancing customer interactions.
Andy discusses how organisations can integrate mystery shopping with advanced analytics to reveal powerful connections between employee behavior, customer satisfaction, and sales performance. He also challenges common misconceptions about mystery shopping and illustrates how businesses can achieve significant ROI through actionable insights. This episode is packed with valuable advice for businesses looking to elevate their CX strategies.
Tune in to discover how mystery shopping can revolutionise your customer experience!
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