We talk with Marcus von Kloeden, Managing Director of OmniTouch International about Mystery Shopping.
Marcus – A German National – and I, first got to know about each other when Marcus promoted the DACH Customer Experience Awards. You will hear Marcus talk about them at the end of the podcast. But then I learned about his passion – Mystery Shopping – for big international blue chip companies such as DHL or Singapore Airlines, testing all their customer interaction channels – Including Chat Bots – Yes – Chatbots!
Marcus is the Managing Director of OmniTouch International, helping and inspiring organisations in their goal to reach excellent Customer Experience.
With nearly 16 years consulting, training & research experience in Customer Experience, Marcus made it his mission in 2019 to bring a professional and inspiring Customer Experience to the DACH region.
For more than 18 years, OmniTouch has – through workshops, certification programs, Mystery Shopper research and consulting – worked worldwide to inspire and help people in the Customer Service, Contact Centre and Customer Experience industries.
In addition to his Customer Experience background, Marcus helps businesses to develop opportunities, grow markets and manage operations, employees and clients.
Earlier in his career Marcus was a scientist and Managing Director for Metrohm AG, a Swiss company that supplies chemical analysers. – Another possible reason why we hit it off at first discussion.
Marcus earned a Master of Applied Science degree in Chemistry from Europa Fachhochschule Fresenius and the Leonardo da Vinci stipendium.
ResourcesMarcus on LinkedIn
DACH Customer Experience Awards
My Podcast is produced by Unavoided Media