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When Low Service Scores Meet High Financial Results: A Mystery Shopper Story

I got a big surprise from the CEO of a supermarket brand when the low service scores in our Mystery Shopper research turned out to map to the stores with…

20th September 2025Read more

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FEATURED POSTS

OmniTouch Training Programs — Contact Centers, Frontline Service, and CX

The Essential Guide to OmniTouch Training Programs

Would Your Client Want to Have Dinner with You?

What Makes a Trainer Engaging? It Starts with Who They Are

Being Customer-Obsessed Doesn’t Mean Being Business Blind

“Then the Customer Will Have To…” — Where CX Dies

Surprise Moments in CX Training: What Makes Participants Go “Oh!”

What I Learned About CX from a High-Pressure Finance Job in Beverly Hills

Daniel Ord at his art gallery in Singapore`

The Customer Service Test You Should Give to Your Customer Service Trainer

Daniel Ord teaches Contact Centre Management with Managers at Standard Chartered Bank global

Introducing Our Team Leader Series — Helping Leaders Do Better

Daniel Ord talks on Mystery Shopper Research

What Really Happened to Your Customer: Introducing Our Mystery Shopper Research Series

15 Quiz Questions on Contact Center Operations Management

Should Your CX Head Be a Contact Center Expert Too?

What Emily in Paris Taught Me About CX

What Lessons Can Contact Centre Folks Learn From CX Folks?

What Kind of Customer Experience Does Your Contact Center Deliver?

CX Lessons We Can Learn From the Contact Centre Industry

It’s Time to Rethink Targeting Net Promoter Score at the Frontline

True Calls Per Hour: Balancing Quality and Productivity in Your Contact Center

What I Learned Running 60 Classes on CX Values and Culture for a Client

Help Your Contact Centre Team Leaders Do Better — Part 1

3 Suggestions for Contact Centre Leaders to Master CX

Contact Centre KPIs & The Green Jaguar

When You Coach You’re Either Helping or Keeping Score

What to Know About Contact Centre Agent Performance

Email Writing Tips for Better Customer Experience – The Ritz Carlton, Santa Barbara

Why Manners Will Always Matter

Why Are You Still Talking About Average Handling Time?

What Service People Can Learn from “The Princess & the Pea”

When Low Service Scores Meet High Financial Results: A Mystery Shopper Story

I got a big surprise from the CEO of a supermarket brand when the low service…

Our Training Programs — Customer Experience (CX) Training

OmniTouch Customer Experience Training

Customer Experience isn’t a buzzword — it’s a business discipline. Our CX training helps professionals bring…

Our Training Programs — Frontline Contact Center & Service Training

OmniTouch Frontline Contact Center & Customer Service Training

Frontline Employees are the human connection between the Customer and the brand. Every conversation — whether…

Our Training Programs — Contact Center Management Training

OmniTouch Contact Center Management Training

Superb Contact Centers don’t happen by chance — they stand on the strength of their leadership.…

The Essential Guide to OmniTouch Training Programs

Superb Contact Center performance, great Frontline service, and measurably better Customer Experience don’t happen by chance.…

Ferragamo Handbag Arno Senoner on Unsplash

What Does a Luxury Conversation Sound Like in a Contact Center?

What does a luxury conversation sound like in a Contact Center? This article is part of…

Would Your Client Want to Have Dinner with You?

Would your Client want to have dinner with you? This article is part of our Life at…

Why I Keep Writing — And Why You Might Too

Why I keep writing — and why you might too. This post is part of our…

What Makes a Trainer Engaging? It Starts with Who They Are

The ‘secret’ to being an engaging Trainer is to be an engaging person. This article is…

Mystery Shopper Research Quiz: Test Your CX Know-How

I share a 15-question Quiz on the topic of Mystery Shopper Research. This Quiz is part…

Being Customer-Obsessed Doesn’t Mean Being Business Blind

Being Customer-obsessed doesn’t mean being business blind. This article is part of our Customer Experience Hub…

“Then the Customer Will Have To…” — Where CX Dies

“Then the Customer will have to…” – Where CX Dies. This article is part of our…

Surprise Moments in CX Training: What Makes Participants Go “Oh!”

Surprise Moments in CX Training That Make Participants Go “Oh!” Customer Experience is both a strategy…

What I Learned About CX from a High-Pressure Finance Job in Beverly Hills

What I learned about CX from a high-pressure finance job in Beverly Hills. This article is…

The Four Pillars of Strong Contact Center Leadership

Let’s look at the four pillars of strong Contact Center Leadership – and why it reminds…

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