Home Improvement: Retailer retools mystery shopping programme to nail CX

With the rampant increase in showrooming—the practice of researching products in a store on a smartphone and then buying them online at a lower price—the retailer realised that price was no longer a feasible differentiator. Learn how Market Force helped revive their mystery shopping programme and connected data streams, to give greater emphasis on service and impress its current customers enough to drive referrals.

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