Susanna Gonnella srl – Mystery Coaching® (Italy)

http://www.mysterycoaching.com/index-en.html

Thanks to a multidisciplinary approach and the methodical, shared and ethical use of objective results, we work to make Mystery Coaching® a strategic tool to guide, manage change and accompany the sustainable growth of People, Businesses and Organizations.

Under the Mystery Coaching® Model a continuous Mystery Shopping project can become an organizational development tool to improve the service provided and to strengthen human resources because it provides snapshots of the context, of the procedures and, above all, of the relational styles, taken at the exact moment when the client lives the customer experience and uses the service. After observing, auditing and monitoring in a continuous, ethical and professional way, it is necessary to analyze collected data in a new way, by transforming it into behaviors and working with staff to generate self consciousness on how the way they are, they act, they interact and communicate with customers are crucial factors in the customer experience.

We also design personalized Coaching programs and accompany associations, companies and institutions through change and organizational development processes. We support people in recognizing their potential and taking responsibility for developing new and different effective thinking strategies drawing on experiences, knowledge, comparison and deep self-consciousness.