mystery shop | CX Journey™

Do You Have an Undercover Boss?

by Annette Franz | Mar 13, 2012 | culture, customer service, customer-centric culture, employee engagement, employee experience, employees, executives, leadership, mystery shop, undercover executives

This past Friday evening, I watched Undercover Boss for the first time. I’d read about the show and about some of the “cases,” but I’d never watched it. I must say, it was eye-opening, not to mention a very humbling experience for the CEO; he...

Do You Have an Undercover Boss?

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