Join Laura and Em in this episode as they demystify the concept of mystery shopping, a critical tool for managing brand reputation and understanding user experiences.

Discover why mystery shopping is the role of marketing teams including to asses customer service,  staff performance, and product knowledge to name just a few!

Hear about the key components of a successful mystery shopping program, including clear objectives and detailed customer profiles, and how specific feedback can lead to actionable improvements like enhanced consistent communication across platforms.

Hear about common challenges (and how to avoid them!), such as ensuring customer relevance, response contact management and managing scenarios. 

Tune in to gain insights on integrating mystery shopping into your marketing strategy to enhance customer expectation vs customer experience!

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