Federica Barberis Sales Director Mondo Convenienza and the MyNoiLab Project on the New Sales Model
The #MysteryCoaching® project began in 2022 from a clear awareness within the company: in a complex and significant purchase for the customer, such as home furnishing design, technical expertise alone is not sufficient if it is not accompanied by a genuine understanding of the customer's needs.
Why observe service quality | EP.6 When does Mystery Audit become a true lever for Change?
In this episode we enter the world of Mystery Coaching®, a registered method that goes beyond the detection of critical issues to transform field evidence into growth opportunities.
Why observe service quality | EP.5 How do you turn a KPI into a strategic decision?
In this episode we discover why the true value of this methodology lies in the quality of the data collected in the field, realistic snapshots of what really happens in day-to-day operations.
Why observe service quality | EP.4 What skills are needed to detect the quality delivered?
In this episode we get to the heart of an increasingly strategic topic: the balance between innovative approaches, regulatory frameworks and the human factor.
Why observe service quality | EP.3 Where are the real gaps in customer experience hiding?
In this episode we discover which indicators — often invisible in internal or external audits — can emerge through a direct look at the real experience.
Why observe service quality | EP.2 What value does Mystery Audit add to an ISO 9001 certified system?
In this episode we discover real cases that show the gap between what procedures prescribe and what actually happens in the relationship with customers, users or citizens.
Why observe service quality | EP.1 Mystery Audit: the audit that lives the experience
With the voice of Susanna Gonnella, CEO of MyNoiLab, we discover why this methodology complements and enriches the traditional approach to audits.
Leader's Tan | Managing risk through conscious use of data
In this podcast Marcello Peluso explains how to identify and interpret data to help manage the risks of poor decision-making.
Leader's Tan | The Performance Manager
In this podcast, Gennaro Guida explains in detail the function of Performance Management.
The Mystery Coaching® Project for laRinascente
Pierluigi Cocchini & Diana Valente interviewed by Susanna Gonnella
Susanna Gonnella interviews: Pierluigi Cocchini and Diana Valente, on the experience of the Mystery Coaching® project at Rinascente
Coaching Expo, Rome, 26 October 2013, Rooftop Terrace Aperitivo Event.
Mystery Client for organizational development
Measuring and improving the quality of the offer to customers, citizens and users in general is among the main needs of today's market, the same market that is preparing for EXPO 2015.