Retail Customer Experience: causes for missed experiences

Lisa van Kesteren discussed a few common mishaps we experienced during our New York Flagship Store Survey. As retailers are transitioning their stores from places to buy to places to experience their brand this becomes increasingly important.

We presented these results at the 2018 Retail Innovation Conference.

SeeLevel HX specializes in measuring customer experience through mystery shopping and helping retailers use the results to create a workforce that is driven to deliver a great customer experience every day of the year.

Lisa van Kesteren

Lisa van Kesteren is the CEO and Founder of SeeLevel HX, the mystery shopping agency for Retail, QSR, and Financial Service brands. Utilizing over 792,000 professional mystery shoppers in every nook and cranny of the United States, she is on a mission to help brands improve the human experience of each and every customer interaction. Lisa started her career as a Private Investigator and is considered one of the pioneers in mystery shopping. After building 2 different global divisions for large corporations, she launched her own company. Lisa is a widely coveted panelist and speaker on customer experience, best in class data collection practices and the evolution of the On Demand economy.