Latest / The CMO Podcast with Fexingo: Marketing Leadership, Budgets, and Executive Strategy
How CMOs Use Mystery Shopping to Fix the Customer Experience
Lucas and Luna examine how a growing number of chief marketing officers are reviving a classic retail tactic — mystery shopping — and turning it into a data-driven CX tool. They walk through the approach taken by a regional bank that sent evaluators into branches to rate everything from greeting time to digital check-in friction, then fed those scores into real-time dashboards for branch managers. The episode drills into a specific week in June 2026 when the bank's net promoter score jumped ten points after managers competed on mystery-shop rankings. Lucas explains why the method works…
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