Companies are built specifically to bring consistency, insight, and service excellence to your business by measuring guest experience to elevate it. That's precisely what CXE specializes in—crafting mystery shopping programs beyond observation to spark real behavior change, improve
<p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Everyone talks about the guest experience, but few know what's happening on the frontlines. Managers see reports, and leaders hear anecdotes, but what about the moments in between?<br><br>The ones that guests remember and base their loyalty on?<br><br>Here's something to consider: <strong>76% of customers say one poor experience is enough to drive them away from a brand. </strong>(Source: PwC)</span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"><br>That's precisely where <strong>mystery shopping</strong> comes in.</span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Also known as </span><a href="https://www.cxeinc.com/shopper-connect" target="_blank" rel="noopener"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">secret shopper service</span></strong></a><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">, mystery shopping is the art of seeing your business through your customers' eyes—unfiltered, unbiased, and incredibly revealing.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">So, what's the big deal?<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></strong></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">It's not about playing "gotcha" with staff. It's about <strong>gaining insight into real-world service delivery</strong>—from the smile at the front desk to handling a complaint or even how well signage guides a lost guest.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Done right, mystery shopping pinpoints:<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">· Gaps between training and execution<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">· Opportunities to improve consistency across locations<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">· Shining examples of excellent service you <em>should</em> be celebrating<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">And yes—this directly affects your bottom line.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></strong></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Now, imagine how much that's costing in a year.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Enter </span><a href="https://www.cxeinc.com/performance-measurement" target="_blank" rel="noopener"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">mystery shopping service</span></strong></a><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">—your secret weapon for staying one step ahead.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">The </span><a href="https://www.cxeinc.com/performance-measurement" target="_blank" rel="noopener"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">best mystery shopper companies</span></strong></a><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> design programs that mimic real guest scenarios. These aren't just checklists. They are crafted journeys that mirror your customer touchpoints—from digital interactions to in-person moments. Every detail counts.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">What makes mystery shopping genuinely effective?<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></strong></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">It's not just the data—it's what you <em>do</em> with it.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Secret shoppers highlight strengths and friction points. But the real magic happens when those insights feed into your training, culture, and performance standards. That's how you move from "good service" to <strong>brand-defining experiences.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></strong></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Plus, it gives you something customer surveys never will: <strong>a raw, real-time perspective.</strong> There is no sugarcoating, no biased answers, just truth delivered constructively.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Beyond discovering performance gaps, mystery shopping also emphasizes junctures of superiority—those small gestures and service wins that often go unrecognized internally but leave an everlasting impression on guests. These insights empower leadership to coach where required and observe what's working, supporting an optimistic feedback loop. Over time, this pushes a culture of accountability, motivation, and pride in delivering standout service, turning average teams into brand ambassadors, and elevating customer experiences. <br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Guest expectations are evolving. Are you?<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></strong></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><a href="https://www.cxeinc.com/shopper-connect" target="_blank" rel="noopener"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">Mystery shopping</span></a><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> isn't about checking boxes but designing a service that wins hearts (and reviews).<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">It's how top hospitality groups, retail chains, and travel providers turn average visits into memorable experiences.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Companies are built specifically to bring consistency, insight, and service excellence to your business by measuring guest experience to elevate it. That's precisely what CXE specializes in—crafting mystery shopping programs beyond observation to spark real behavior change, improved guest satisfaction, and measurable business impact.<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">Ready to turn hidden gaps into game-changing wins?<br style="mso-special-character: line-break;"><!-- [if !supportLineBreakNewLine]--><br style="mso-special-character: line-break;"><!--[endif]--></span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><a href="https://www.cxeinc.com/performance-measurement" target="_blank" rel="noopener"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">Let's show you how! </span></strong></a></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> </span></strong></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">About the Author: </span></strong><a href="https://www.cxeinc.com/" target="_blank" rel="noopener"><strong><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: blue;">CXE</span></strong></a><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">, a recognized industry leader, works with airports, hospitality, food and beverage, retail, and business and government clients to create some of the nation's most innovative and successful customer (CX) and employee experience (EX) improvement programs. </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">With a stronghold in the airport arena, CXE is known for designing strategic airport customer experience and service culture programs that span all airport passenger-facing teams. </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;">CXE builds each client strategy utilizing a comprehensive approach to CX and EX, including service measurement, training, recognition and appreciation programs and performance coaching. CXE has earned the trust of airport executives and service partners, including airlines, security, TSA, retail, concessions, and duty-free operations teams in over 100 airports across North America. </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"> </span></p><p class="MsoNormal" style="margin-bottom: .0001pt; line-height: normal; background: white;"><span style="font-size: 12.0pt; mso-ascii-font-family: Calibri; mso-fareast-font-family: 'Times New Roman'; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri; color: #2b373e;"><span style="font-size: 12.0pt; line-height: 107%; font-family: 'Calibri',sans-serif; mso-fareast-font-family: 'Times New Roman'; color: #2b373e; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">CXE is headquartered in Annapolis, Maryland and brings together some of the industry's most successful customer experience professionals to help clients BOOST employee engagement, SPARK customer delight and DRIVE organizational success.</span></span></p>
CXE, a leader in service culture transformation, offers comprehensive employee training, mystery shopping, and recognition & appreciation programs.
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