Second To None distinguishes itself in our approach to Customer Experience and Mystery Shopping solutions.

Our perspective is expansive in nature and ever mindful of the interconnected elements present in a well-designed customer experience strategy. We call it Holistic Customer Experience Management™.

Holistic Customer Experience Management™ consists of eight distinct, yet related phases to optimizing brand performance. A majority of our clients initially engage with us in perhaps one or two of these phases. Most mystery shopping programs, for example, tend to focus on sections 3 and 4 of the diagram, with the client retaining responsibility and ownership of the remaining segments assuming their strategy is sufficiently broad in scope. Over time, and as clients’ needs evolve, we often expand the reach and depth of their experience-differentiated strategy to include additional segments of our 8-phase approach.

Over the past two decades, our work with leading brands has resulted in a highly refined, proven process, supporting our belief that your downstream business results are directly related to upstream alignment of people and processes. Holistic Customer Experience Management™ is flexible and nimble by design, supporting each client engagement through a customized solution addressing the most relevant needs.

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