Article: Mystery Shopping 2.0: The Pride Audit

//Article: Mystery Shopping 2.0: The Pride Audit

There aren’t any quick fixes when it comes to transforming an organizational culture to create better patient or customer experiences. But there are a few tools that, when implemented, can have a dramatic effect and perhaps serve as the catalyst for the intentional design of a long-term, sustainable culture.

One of those tools is mystery shopping. Traditional mystery shopping techniques help organizations evaluate the customer experience. And, while the name implies a covert operation, mystery shopping really just means looking at the customer experience through the customers’ lens. The idea is to identify what’s working and what’s not and then find solutions to problems so we can make the experience better.

By |2018-10-16T14:57:14+00:00September 1, 2017|Categories: Articles|Tags: , , , , |

About the Author:

Jake Poore is the President and Chief Experience Officer of Integrated Loyalty Systems, a company dedicated to elevating the human side of healthcare. An internationally acclaimed keynote speaker and patient experience expert, Jake has worked with thousands of healthcare professionals sharing with them the blueprints needed to create a culture with intention and to improve the employee and patient experience. For nearly a decade, he has taught workshops as faculty for the American College of Healthcare Executives. Contact Jake to book him to speak at your next meeting or conference.