"Mystery Coaching®, when used cyclically and integrated with other detection tools (traditional audit, market research, big data analysis, strategic consulting, climate surveys, organisational design, skills development) enhances its effectiveness and delivers benefits at all levels of the organisation."
Susanna Gonnella
Mystery Coaching® is an interconnected set of complementary tools that train competencies, stimulate reflection, facilitate and guide towards results, leveraging technology and putting it at the service of the customer experience (and not the other way around). Through Coaching, the model accompanies the company in moving towards change, continuously refocusing it on performance indicators, while at the same time maintaining the focus on people's wellbeing.
All of your questions about Mystery Coaching®
In 2010 I conceived Mystery Coaching®, a European registered brand, a consulting model for organisational development founded on building a culture of performance measurement and on monitoring the quality of service delivered.
The model is focused on the growth of organisations while maintaining a focus on people.
Since 2022, Mystery Coaching® has evolved in the direction of viewing digital transformation as a tool available to organisations, guiding company innovation according to human logics that can be applied in day-to-day operations.
An approach that moves towards guiding organisations to facilitate the customer experience, build solutions for the consumer while maintaining the relationship, with a focus on people's wellbeing and a balance with performance and business results.
Susanna Gonnella
Mystery Coaching®
Model
STRATEGIC CONSULTANCY
SERVICE DESIGN
TEAM & GROUP COACHING
DATA MANAGEMENT
CHANGE MANAGEMENT
