phantom DIGITAL CX solutions
At PhantomCX, we offer a wide range of Customer Xperience solutions to support your business.
They cover Data Collection, Design and the most critical part – the Action!
Find out what’s behind each acronym and how those concepts can be applied to your brand to make it stand out!
Data collection
Net Satisfaction Score (NSS) is a customer satisfaction metric that evaluates how satisfied customers are with a product, service, or experience. Customers rate their satisfaction on a scale (e.g., 1–10), and the score is often calculated by subtracting the percentage of dissatisfied customers from the percentage of satisfied ones, similar to the Net Promoter Score (NPS). NSS helps businesses track customer sentiment, improve retention, and optimize the customer experience (CX).
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a product or service. It is calculated by subtracting the percentage of Detractors (0–6) from Promoters (9–10) on a 0–10 rating scale. NPS is widely used to assess brand advocacy, customer satisfaction, and overall CX performance.
Voice of the Customer (VoC) is a CX strategy for capturing customer feedback, preferences, and expectations to enhance products, services, and user experience. Businesses collect VoC data through surveys, interviews, social media monitoring, and online reviews, using insights to drive customer satisfaction, brand loyalty, and continuous improvement.
Customer Satisfaction Score (CSAT) is a CX metric that measures customer satisfaction with a specific interaction, product, or service. Customers rate their experience on a scale (e.g., 1–5 or 1–10), and CSAT is calculated as the percentage of satisfied responses. Businesses use CSAT to analyze customer sentiment, improve service quality, and enhance customer retention.
Customer Effort Score (CES) is a key customer experience (CX) metric that measures how easy or difficult it is for customers to complete an interaction with a company. Typically rated on a scale from “very difficult” to “very easy,” CES helps businesses identify pain points, reduce friction, and improve customer satisfaction. Lower effort scores indicate a smoother customer journey and higher loyalty.
Mystery Shopping (MS) is a customer experience research method where mystery shoppers pose as regular customers to evaluate service quality, employee performance, and compliance with company standards. This retail evaluation helps businesses improve customer satisfaction, identify weaknesses, and enhance service performance.
Customer theft prevention refers to strategies and security measures used to reduce shoplifting and fraud in retail environments. Common methods include employee training, surveillance cameras, RFID product tagging, anti-theft signage, and loss prevention policies. These tactics help protect store assets, minimize shrinkage, and improve overall retail security.
Mystery calling is a quality assessment strategy where undercover callers evaluate a business’s customer service, response times, and accuracy of information. Businesses use these insights to improve phone support, train employees, and enhance customer communication.
Mystery email involves sending anonymous inquiries to businesses to evaluate response time, clarity, professionalism, and customer support effectiveness. This process helps companies refine their email communication strategy and improve customer engagement.
Mystery webshopping is a digital customer experience (CX) evaluation method where undercover shoppers assess website navigation, product descriptions, checkout processes, and customer service. Their feedback helps businesses optimize user experience (UX), improve e-commerce functionality, and enhance online shopping satisfaction.
Reveal shopping is a customer feedback strategy where shoppers openly evaluate a business’s service or product quality while providing real-time feedback. Unlike mystery shopping, businesses are aware of the evaluation process, allowing for immediate adjustments and service improvements.
Reveal Coaching is a coaching process where coaches offer real-time feedback and guidance to individuals or teams, focusing on performance improvement. The method emphasizes transparent communication and immediate development during the coaching session to drive quick progress and enhance skills.
Reveal Rewarding is a mystery shopping strategy where the mystery shopper reveals their identity at the end of the evaluation and rewards the employee if they meet or exceed service expectations. This method motivates staff, reinforces positive customer service behaviors, and enhances employee engagement by offering immediate recognition and incentives for exceptional performance.
Mystery pricing intelligence is the process of secretly collecting and analyzing competitor pricing data to optimize your own pricing strategy. By purchasing products or services discreetly, businesses gain valuable insights into market trends, competitive pricing models, and strategic adjustments. This data-driven approach helps companies enhance profitability, stay competitive, and maximize revenue in a dynamic marketplace.
Customer journey standards monitoring involves tracking and analyzing every touchpoint in the customer experience, from initial contact to post-purchase. By evaluating service quality and adherence to predefined standards, businesses can enhance customer satisfaction, improve retention, and optimize overall performance. This process ensures a seamless and consistent customer journey, driving brand loyalty and long-term success.
Mystery age checking assesses a business’s compliance with age-related regulations by discreetly verifying how effectively age restrictions are enforced. This process helps businesses ensure legal compliance, prevent underage sales, and maintain industry standards for restricted products. By testing verification procedures, companies can identify weaknesses and improve their age-checking policies.
Mystery audio shopping evaluates a business’s phone and voice-based customer service, including call center interactions and automated systems. By assessing responsiveness, professionalism, and audio quality, businesses can identify service gaps, enhance customer experience, and optimize their communication strategies for higher satisfaction and efficiency.
Mystery video shopping assesses a business’s service quality through video interactions, including virtual consultations and live chats. By evaluating communication, professionalism, and overall customer experience, businesses can identify areas for improvement, enhance service delivery, and optimize their video-based support strategies for higher customer satisfaction.
Mystery iShop is a cost-effective mystery shopping service that allows businesses to evaluate customer experience with minimal effort. By licensing the HAPPEAS platform, clients gain access to a pre-vetted mystery shopper pool, enabling seamless service quality assessments without manual coordination. This automated, self-service solution offers affordable mystery shopping while delivering valuable customer insights, improving employee performance, and enhancing brand experience.
Mystery Competitor Benchmarking is a mystery shopping strategy that evaluates a company’s competitors by using mystery shoppers to assess their customer experience, service quality, pricing, and sales approach. This method provides data-driven insights into industry standards, competitive advantages, and areas for improvement, helping businesses refine their own customer service strategies and stay ahead in the market.
Mystery Incentives is a mystery shopping-based reward program where employees receive surprise incentives if they meet or exceed predefined service quality standards during a mystery shop evaluation. This approach motivates staff, enhances customer service performance, and reinforces positive behaviors, ultimately driving higher engagement, satisfaction, and loyalty within the workforce.
Customer research
On-site intercept surveys are face-to-face surveys conducted at a physical location, such as a store or event, to collect immediate customer feedback. These surveys provide real-time insights into customer satisfaction, preferences, and potential issues while the experience is fresh. By leveraging on-site intercept surveys, businesses can enhance service quality, improve customer engagement, and make data-driven decisions for better customer experiences.
Opinion and political polls are research methods used to measure public sentiment, preferences, and perceptions on various topics. Opinion polls assess attitudes toward brands, products, or social issues, while political polls focus on candidate popularity, policy views, and election trends. Both rely on sampling, surveys, and statistical analysis to provide actionable insights for businesses, organizations, and policymakers.
Panel research involves gathering data from a pre-recruited group of participants, known as a panel, over an extended period to track changes in attitudes, behaviors, or preferences. This research method is ideal for observing trends and patterns within a consistent sample, making it perfect for longitudinal studies. By utilizing panel surveys, researchers can gain valuable insights into shifts in consumer behavior, audience perspectives, and market trends over time.
CATI (Computer-Assisted Telephone Interviewing) is a phone survey method using software to guide interviewers, ensuring structured and accurate data collection for targeted audience research.
CAWI (Computer-Assisted Web Interviewing) is an online survey method where respondents complete questionnaires on a web platform, enabling broad audience reach and real-time data collection.
Event Recall Surveys: These surveys ask respondents to recall past events, providing insights into behaviors, experiences, and preferences for brand activations and marketing analysis.
Focus groups bring together diverse participants to discuss products, services, or trends, providing real-time, in-depth consumer feedback. Guided by expert moderators, these sessions reveal customer preferences, perceptions, and market trends, helping businesses refine strategies, boost engagement, and drive conversions.
In-hall testing allows businesses to evaluate products and marketing campaigns in a controlled setting, capturing live consumer reactions. This method delivers actionable insights to optimize product launches, enhance branding, and improve customer satisfaction—ensuring a competitive edge in the market.
Understanding where your customers come from is key to growth. Customer Catchment Area Analysis helps businesses identify high-potential locations, refine marketing efforts, and optimize expansion strategies. By analyzing geographic trends, companies can target the right audience and increase revenue.
Customer Footfall Analytics track visitor traffic and peak times, helping businesses optimize store layouts, staffing, and promotions. By leveraging real-time foot traffic data, companies can enhance customer experience, improve engagement, and boost sales conversions.
Customer timespent monitoring using Wi-Fi analyzes how long customers stay in a store or location by detecting their mobile devices’ connection to the Wi-Fi network. This data provides valuable insights into customer engagement, dwell time, and foot traffic patterns. By leveraging Wi-Fi analytics, businesses can optimize store layout, enhance service quality, and refine marketing strategies to improve the overall customer experience.
Design
Customer Journey Mapping (CJM) is a strategic process that visualizes every step of a customer’s interaction with a brand, from initial awareness to post-purchase engagement. It helps businesses analyze customer experiences, identify pain points, and optimize touchpoints to enhance satisfaction, retention, and brand loyalty.
Customer Journey Design (CJD) is the process of crafting a seamless, customer-centric experience across all touchpoints and journey stages. By aligning business processes, communication, and interactions, CJD enhances customer satisfaction, strengthens engagement, and drives long-term brand loyalty.
A Customer Expectations Study examines what customers expect from a product, service, or brand, including quality, pricing, and overall experience. By identifying gaps between expectations and reality, businesses can refine their offerings, enhance customer satisfaction, and build long-term loyalty.
Action
Star Boost refers to strategies that encourage or incentivize customers to leave positive reviews and high ratings. This practice enhances brand reputation, boosts online visibility, and strengthens customer trust. Common methods include rewards, recognition programs, and exceptional service that naturally drives positive feedback.
Incentive program design focuses on creating effective strategies to motivate customers, employees, or partners with rewards for specific behaviors or achievements. By aligning incentives with business goals, it ensures the program is engaging, attainable, and impactful in driving desired results and improving overall performance.
An Onsite Delivery Agent ensures the efficient and timely delivery of products or services directly to a customer’s location, whether at a business site, event, or residence. This role focuses on delivering a seamless, personalized experience to enhance customer satisfaction, improve service quality, and support efficient order fulfillment. By ensuring fast, accurate deliveries and professional customer interactions, onsite delivery agents help businesses strengthen customer relationships and boost brand loyalty
Training
CX Training equips employees with the skills to enhance customer interactions, satisfaction, and loyalty. Key areas include customer service excellence, communication, complaint handling, omnichannel support, mystery shopping, and data-driven improvement. A well-trained team delivers seamless, personalized, and high-quality experiences, driving business success.
A Trainer Lead is responsible for overseeing and guiding both onsite and online training sessions. They ensure that training content is delivered effectively, enabling participants to acquire essential skills and knowledge for professional growth.
A Web-Lead (eLearning) manages and coordinates online learning programs, ensuring that course content is accessible, engaging, and aligned with the learning objectives to optimize the learning experience for participants.
Customer related:
A Customer Experience Mindset is a customer-focused approach where businesses prioritize understanding and meeting customer needs. It aims to create positive, memorable experiences at every touchpoint by encouraging empathy, proactive problem-solving, and continuous improvement to boost satisfaction and loyalty
Customer Journey Training (CJT) educates teams on mapping, understanding, and optimizing the customer journey. This training helps employees identify key touchpoints, enhance customer interactions, and improve overall experiences from awareness through post-purchase stages.
Customer Journey Retraining (CJRT) is an online training program designed to help employees understand, refine, and enhance the customer journey. It focuses on identifying pain points, improving touchpoints, and optimizing interactions across all stages of the customer experience (CX). Through interactive modules and real-world scenarios, CJRT ensures teams deliver seamless, customer-centric service that drives satisfaction and loyalty.
Complaint handling is the process of efficiently addressing and resolving customer concerns. By actively listening, empathizing, offering solutions, and ensuring satisfaction, businesses can boost customer loyalty, improve practices, and foster long-term relationships
Negotiation skills are essential for communicating effectively, finding mutually beneficial solutions, and reaching agreements. These skills help resolve conflicts, close deals, and create long-term, positive relationships, benefiting both parties involved.
Influencing is the ability to persuade others to adopt a particular viewpoint, make decisions, or take action. Effective influencers communicate with clarity, build trust, and understand motivations to achieve desired outcomes and guide others toward success
WebCoaching is an online coaching method that offers personalized guidance and support through digital platforms. Whether for skill development or performance improvement, WebCoaching enables individuals and teams to access flexible coaching sessions anytime, anywhere.
Customer Typology is a training framework that categorizes customers based on their behaviors, preferences, and interaction styles. This approach helps employees understand different customer personas, adapt communication strategies, and provide personalized service. By recognizing key customer types—such as impulsive buyers, analytical shoppers, loyal customers, or price-sensitive clients—teams can enhance customer satisfaction, sales effectiveness, and service quality.
Industry-specific development focuses on providing customized training, strategies, and innovative solutions to meet the unique challenges of your sector. This approach helps businesses enhance industry expertise, boost performance, and maintain a competitive edge. By addressing the distinct needs of each industry, companies can stay ahead in their market, driving growth and operational efficiency.
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At PhantomXM we love hearing about pain points as they are real opportunities to make a difference. Our experts have years of industry knowledge to help overcome those challenges and set new standards in your industry, so you leave the competition far behind.
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