When people talk about survey response rates they typically say that customers with the best or worst experiences are the customers most...

At Becco we did a project with a well known cosmetics retailer. We collected customer feedback on the customer experience related...

Funny thing about mystery shoppers. We keep them secret because we don’t want store associates to give mystery shoppers special treatment....

If you don't like the behavior you're getting, don't look at the behavior; look at the reward system.

We started our journey at Becco with the notion that if we gave store customers the ability to rate the performance of store associates,...