Category Archives: SEC

This is the Acronym for Service Evaluation Concepts.

Return on Intelligence – The Most Powerful Business Metric

Return on Intelligence changes the landscape for any business. Here’s why. It’s a common discussion in companies: What should we use to measure success? From business owners to the C-Suite to management and front-line professionals, businesses everywhere are looking for newer, better, more powerful ways to establish and measure Key Performance Indicators (KPIs). At the […]

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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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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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