• Mystery Shopping your Customer Experience

  • In the fast-paced world of business, where data is king and informed decisions can make or break success, having a skilled Director of Business Intelligence is crucial. At the forefront of this dynamic field is Jill Spencer, a seasoned professional whose expertise has not only elevated our work at Proinsight but also earned her a spotlight in the CX Channel Podcast and the January issue of Synergistic CX magazine.

    In the podcast episode, Jill delves into the evolving landscape of business intelligence and the pivotal role it plays in shaping strategic decisions. From discussing the latest trends in data analytics to sharing anecdotes from her own experiences, Jill provides valuable insights that resonate with both seasoned professionals and newcomers to the field. Listeners gain a deeper understanding of how effective data analysis can empower organisations to stay ahead in a competitive market.

    The podcast series featuring Jill Spencer kicks off with a comprehensive analysis of the pub industry’s customer experience. The episode reveals insights from a global study covering 16,000 pubs, exploring star ratings, review response times, and the impact of the 7Ps Marketing Mix elements.

    The second part focuses on customer journey mapping, highlighting critical stages and showcasing a well-crafted voice of the customer (VoC) survey for effective feedback.

    The final segment introduces ‘Synergistic CX,’ promoting a holistic approach through methodologies like mystery shopping and employee surveys. Key takeaways include the positive impact of improved customer experience, a strong ROI, and the correlation between employee engagement and customer satisfaction. The episode concludes with expert interviews discussing the evolving landscape of online customer reviews and offering recommendations for revenue growth in the hospitality sector.


    You can listen to the full podcast by clicking here.

    But Jill’s influence extends beyond the airwaves. The January issue of Synergistic CX magazine features an exclusive interview with her, shedding light on the strategic intersection of business intelligence and customer experience within the mystery shopping domain. In a world where client satisfaction is paramount, Jill emphasises the symbiotic relationship between data-driven decision-making and crafting an unparalleled mystery shopping journey.

    Here is what Jill had to say about her contribution to the magazine :

    It was a pleasure to help develop content for the January edition of the CX Channel Synergistic CX magazine. The magazine is a valuable resource for brands and agencies in the pub sector. Please check out pages 32-36 for a summary of the podcast, and to better understand the success Proinsight Mystery Shopping has had in building revenue for our clients in this industry

    Read and download the magazine here.