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Touchpoint Measurement 101 Part I: Everyone’s Talking About It. Why’s It So Important?

Editor’s Note: For our “Touchpoint Measurement 101” series, we’ve tapped the knowledge of several customer experience experts, including Arcadio Roselli, CEO of Service Evaluation Concepts. Mr. Roselli’s company specializes in gathering and analyzing front-line business intelligence. His unique, technology-infused services (which include mystery shopping, call tracking, ad tracking, focus groups, and more) give companies the […]

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CEM – The Greatest Challenge

CEM – The Greatest Challenge Study Reveals 61% of Customer Experience Leaders Cite Customer Experience Management as Their Greatest Challenge   What are the greatest challenges you face in your discipline? If customer experience management tops your list, you’re not alone. According to a recent study conducted by the Customer Management Exchange Network, 61% of […]

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The customer journey map knows no borders: International mystery shopping ensures brand and service consistency across countries and cultures

Globalization. It’s proven an enormous boon for some of the most recognized names in corporate America – from Wal-Mart to General Electric, from Ford to McDonald’s. These U.S. firms and so many more like them have capitalized on rapid growth in emerging markets like China, India, Europe and Latin America, earning stronger profits than if […]

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