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Kinesis CEM, LLC
Case Study: Multichannel Mystery Shopping, & Post Transaction Surveys
http://production.kinesis-cem.com/case_studies.shtml
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 [email protected]
Case Study:Multichannel Mystery Shopping &
Post Transaction Surveys
Client
$22-Billion AssetsOver 300 Branches
Integrated Customer Experience Monitoring
Mystery Shopping
Post-Transactions
TheEngagement
MysteryShopping
Contact Center
In Branch
Online
Mobile
Phone Interviews
In Branch POS
Online
Mobile
PostTransaction
Surveys
Research Plan
Link Specific Behaviors and
Service Attributes to
Purchase Intent and Loyalty
20% Increase in
Purchase Intent
The Results
