Having worked in luxury retail for many years, I’ve seen firsthand how organizations interpret mystery shopping results—often missing the deeper meaning behind them. Mystery shopping evaluations serve as a powerful tool to assess performance. Companies like CXG use scoring systems such as Ambassador vs. Advocate ratings to measure both technical execution The Standing Ovation: A […]

I recently came across an article on Harvard Business Review titled “Surprise is still the most powerful marketing tool”, which made me reflect on how deeply embedded surprise is in human psychology. The impact of surprise extends beyond marketing—it’s a game-changer in learning and development, capable of turning passive education into lasting transformation. We’ve all […]