Our Approach

We know what it takes to turn insights into outcomes. Here’s how we’ll elevate your brand’s experience and protect its performance.

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1. Build a Partnership

Vendor. PARTNER. Guess which one we like to be thought of? We’re all about creating authentic relationships and experiences with our clients. We'll do the work of understanding your business, goals, and needs. Then, we’ll create and present a custom plan, so that you can turn customer experience research into a strategic, competitive advantage.

2. Gather Holistic Experience Data

Once launched, we collect an incredible amount of CX data, usually in an omnichannel manner and from multiple customer touchpoints. Individual reports are QA'd, scored, and distributed. Your Client Services Team will keep you informed of your programs' status at all times.

3. Leading-Edge Analytics

Data without understanding is meaningless, and you don't need more data. One of the most valuable aspects of our partnership is that we bring you understanding. We interpret what the data is saying, help you understand it, and advise you you on how to drive improvement and results.

4. Strategic Improvement

We don’t stop at analysis. We'll will work with you to develop & implement ongoing strategic plans that continue to be relevant for your company's objectives, drive change and improvement, and bring increased revenue. We'll also show you the ROI of our work, in actual dollars.

Industries Served

  • Agencies
  • Apartments
  • Appliances
  • Attractions & Theme Parks
  • Automotive
  • Banking & Financial
  • Business-to-Business
  • Clothing & Apparel
  • Commercial Real Estate
  • Communications/Media
  • Computers & Electronics
  • Concessionaires
  • Consumer Electronics
  • Convenience Stores
  • Delivery Services
  • Education
  • Entertainment & Venues
  • Fitness
  • Food Service
  • Franchising
  • Furniture
  • Gift Stores
  • Government Agencies
  • Grocery Stores
  • Healthcare
  • Home Builders
  • Home Goods
  • Home Improvement
  • Home Electronics
  • Hospitality
  • In-store Experience Providers
  • Insurance
  • Legal
  • Luxury Products
  • Market Research Firms
  • Marine & Boating
  • Mobile & Wireless Communication
  • Mortgage Brokers
  • Museums
  • Online Stores
  • Non-Profit Agencies
  • Parking Management
  • Pharmaceutical
  • Private Equity Firms
  • Real Estate
  • Restaurants
  • Retail - all sectors
  • Self Storage
  • Shopping Malls
  • Software
  • Sports Leagues, Teams & Venues
  • Staffing Companies
  • Timeshare Management
  • Transportation
  • Travel Agencies
  • Utilities/Energy

Meet Our Team

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Accurate, Immediate, and Relevant

Our mystery shop program has been that change agent for us. This program has helped instill great confidence in the accuracy, immediacy and relevance of the data – which has driven operational improvements, a better guest experience and positive business results.