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News & Insights

Industry News, Trends and Our Latest Thinking

The Customer Touchpoint You Are Likely Not Monitoring

The Customer Touchpoint You Are Likely Not Monitoring

When thinking about how to structure your mystery shopping program for maximum benefit, it is important to consider all of the ways that customers interact with your brand and your staff. We find that one of the most overlooked and underestimated touchpoints is the phone call… Continue reading

Are You Listening to All of Your Customers’ Voices?

Are You Listening to All of Your Customers’ Voices?

The most important aspect of managing a brand is keeping tabs on the various interactions that your customers have with it. No matter what industry you’re in, big or small, whether you sell a product or provide a service, just getting starting or 30 years in,… Continue reading

Case Studies

How American Gonzo Food Corp Enhanced Consistency Through Mystery Shopping + Audits

With four different concepts and ten locations, American Gonzo Food Corp (AGFC) needed a way to monitor its execution standards to ensure their customers had great experiences across the board.  To do this, they looked not only externally but internally as well, creating a program that… Continue reading

How Flatbread Differentiates Pizza and Beer by Ensuring the Customer Experience

Artisan pizza is a highly competitive category, and restaurant operators often struggle with how to stand out in the crowd. After all, it’s just pizza and beer, right? Well the team at Flatbread saw things a little different. Building a culture rooted in their mission of… Continue reading