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This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than …

Date posted: June 4, 2020

Categories: Mystery Shopping


Posted by Kristin Baird

Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff. 

Conducted appropriately, mystery shopping is a valuable method for improving quality, including …

Date posted: June 2, 2020

Categories: Medical Mystery Shopping


Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant

 Recently, I have noticed that trust, or more accurately, a lack of trust, has become a common theme in the cultural assessments Baird …

Date posted: May 19, 2020

Categories: Articles - Employee Relations


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Brian Schanen is a corporate video producer and strategist. He has worked with numerous small businesses and non-profit organizations to produce and integrate video into their marketing and business …