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176 Mystery Shopping: CX Secrets—Michelle Pascoe
In this episode with Michelle Pascoe, we lift the lid on mystery shopping and what it really reveals about leadership, service, and customer experience.
From why traditional surveys fail, to how insight-based mystery shopping exposes what leaders never see when they are not present, this conversation explores how organisations can turn observation into improvement.
We also look at generational expectations, the role of robotics, and why human connection still matters more than ever.
SOUNDBITES
Mystery shopping explained beyond the myths.
Why surveys fail when feedback goes nowhere.
What leaders miss when they are not on site.
How insight-based reports outperform tick-box scores.
The role of human connection alongside robotics.
What Gen Z expects from seamless service.
Why Net Promoter Score needs context to matter.
Turning customer data into real improvement.
ABOUT MICHELLE PASCOE
Contact: https://www.michellepascoe.com
LinkedIn: https://www.linkedin.com/in/michellepascoe/
Renowned for her expertise in the hospitality industry and backed by over three decades of experience, Michelle Pascoe is a Mystery Shopping expert, a Certified Speaking Professional delivering conference keynotes on the Customer Experience as well as workshops on Customer Service Excellence to frontline teams.
ABOUT PODCAST HOST, NINA SUNDAY
Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback, Kindle or audiobook.
Amazon USA https://a.co/d/3WaplI9
Amazon Australia https://amzn.asia/d/0KwghaM
If you would be willing to leave a review so others know it’s a good read, Nina would appreciate it.
===
Brainpower Training Australia
To learn more about face-to-face training programs with
Nina Sunday or one of her experienced Facilitators from Brainpower Training Pty Ltd in Australia Pacific, visit: https://www.brainpowertraining.com.au/signature-programs/
===
Speaking site: NinaSunday.com
To visit Nina Sunday's speaker site for global
in-person speaking bookings visit: https://www.ninasunday.com/
===
LinkedIn: Connect with Nina Sunday on LinkedIn HERE
===
Blog
To subscribe to Nina Sunday's blog go to https://www.brainpowertraining.com.au/
and scroll to bottom of page to register.
Learn more about your ad choices. Visit megaphone.fm/adchoices
View all episodes
By Nina Sunday
5
33 ratings
In this episode with Michelle Pascoe, we lift the lid on mystery shopping and what it really reveals about leadership, service, and customer experience.
From why traditional surveys fail, to how insight-based mystery shopping exposes what leaders never see when they are not present, this conversation explores how organisations can turn observation into improvement.
We also look at generational expectations, the role of robotics, and why human connection still matters more than ever.
SOUNDBITES
Mystery shopping explained beyond the myths.
Why surveys fail when feedback goes nowhere.
What leaders miss when they are not on site.
How insight-based reports outperform tick-box scores.
The role of human connection alongside robotics.
What Gen Z expects from seamless service.
Why Net Promoter Score needs context to matter.
Turning customer data into real improvement.
ABOUT MICHELLE PASCOE
Contact: https://www.michellepascoe.com
LinkedIn: https://www.linkedin.com/in/michellepascoe/
Renowned for her expertise in the hospitality industry and backed by over three decades of experience, Michelle Pascoe is a Mystery Shopping expert, a Certified Speaking Professional delivering conference keynotes on the Customer Experience as well as workshops on Customer Service Excellence to frontline teams.
ABOUT PODCAST HOST, NINA SUNDAY
Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback, Kindle or audiobook.
Amazon USA https://a.co/d/3WaplI9
Amazon Australia https://amzn.asia/d/0KwghaM
If you would be willing to leave a review so others know it’s a good read, Nina would appreciate it.
===
Brainpower Training Australia
To learn more about face-to-face training programs with
Nina Sunday or one of her experienced Facilitators from Brainpower Training Pty Ltd in Australia Pacific, visit: https://www.brainpowertraining.com.au/signature-programs/
===
Speaking site: NinaSunday.com
To visit Nina Sunday's speaker site for global
in-person speaking bookings visit: https://www.ninasunday.com/
===
LinkedIn: Connect with Nina Sunday on LinkedIn HERE
===
Blog
To subscribe to Nina Sunday's blog go to https://www.brainpowertraining.com.au/
and scroll to bottom of page to register.
Learn more about your ad choices. Visit megaphone.fm/adchoices
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