Clik here to view.
The Clandestine Consumer
I have been involved with mystery shopping for nearly 30 years and have seen the industry change drastically through the Internet and advances in technology (communications and reporting). Back in...
View ArticleClik here to view.
The Customer Side of Mystery Shopping
In my last blog, “The Clandestine Consumer,” I reviewed what mystery shopping is and how it has been used by companies (both today and in the past) to identify gaps in performance relative to their...
View ArticleClik here to view.
Experiential Mystery Shopping — Discovering Best Practices
Last week, I shared the first part of a retailer’s experience with Experiential Mystery Shopping (EMS). This week I wanted to share a few examples of some of the best practices identified from the...
View ArticleClik here to view.
Alt and Neu – Everything Old is New Again
I am on my way to the annual ABA Regulatory Conference in Chicago from June 10th through 12th. I’m looking forward to seeing my former banking colleagues – even the examiners & regulators – but...
View ArticleClik here to view.
View from the CrowsNest: American Banker Regulatory Symposium
A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in...
View ArticleClik here to view.
Ouch! Identifying Pain Points in Retail Banking Compliance
I recently spoke with a senior compliance officer at a top tier bank who raised concerns over how best to proactively monitor, measure and report insights on the sales process across his branch network...
View Article
