Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers. Bite-Sized Delight From the Episode: • Mystery Shoppers Reveal Experience Secrets - Claire Boscq-Scott’s book The Secret Diary of a Mystery Shopper offers exceptional findings from the observations of unknown shoppers. • The Evolving Role of Text Messaging - Customers are familiar with text messaging - but not with using text to communicate with businesses. Take the time to teach them and this could become a great way to stay in contact. • Don’t Switch Them to a Different Channel - Pushing customers to your preferred communication channel instead of meeting them where they are is not only frustrating to them, but it increases the likelihood of a negative experience overall. Are You Looking for Things We Referenced? • The Secret Diary of a Mystery Shopper by Claire Boscq-Scott • “5 Ways To Stay Ahead of the Competition” - by Podium • Experience Points Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!