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Secret Shopping: What it is and why you need to integrate it into your sales strategy in 2024

Customer Experience has never been more relevant and the winners are those who find ways to differentiate themselves. Many leaders perceive their customer experience differently than the actual customer experience. Secret shopping effectively removes this disconnect, paving the way for meaningful improvements. Join this workshop to learn how to build and execute an effective Secret Shopper program. Discover how to integrate actionable insights into your customer engagement strategy, enhancing overall customer experience.

Session topics include:

  • Where should a mortgage lender start?
  • What are some common areas for quick wins?
  • Key best practices and what to avoid
  • Potential barriers to establishing a secret shopping program and how to overcome them
  • Leveraging change management for valuable insights gleaned from this process.

Would you like more information about this session?

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