Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping

Tom Finnegan, Principal, Stratmor Group. Key highlights: secret shopping reveals the real customer experience; lack of follow-up is a key problem; too many LOs are order takers instead of consultants; speed matters; and customer experience is now a competitive advantage.

Episode metadata supplied by the publisher feed · Published May 22, 2026

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Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping

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This episode is 25 minutes long.

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This episode was published on May 22, 2026.

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