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”There is only one boss. The customer. He can fire everyone, owner, managing director and employees, simply by deciding to spend his money somewhere else.”

– Sam Walton, founder of Wal-Mart


The most successful brands have thought everything through. Not just how the brand looks or what is said in shape of advertising but also on how their representatives act and what they do. We call these meetings the moment of truth.

Defining situations when the customer and our client interacts can range from inter-human experiences of a company, how a store clerk or a headwaiter acts but also range to how a voice is perceived over the phone or the tone in language with a reply on Twitter.

All these meetings and degrees of convergence that a customer has with your company can be measured and tracked. We offer measurements and mapping with trained anonymous customers, measurements with “real” customers and internal polls/measuring.

Our services

After having helped companies with measuring and mapping of service-processes, for more than 20 years now, we feel confident in that we can provide our customers with relevant data to increase your knowledge on your customer base and how they perceive all interaction with your company.

This said, we feel that the utmost important thing in all of this is that you as a company continuously work to define what is to be measured, why you are measuring it and that you are working with the results. To offer you more support and to offer you a 360-deal we provide support in the entire process both before and after a mystery shopping program has been set up. It can act as the support you need to plant this project firmly within your organisation, to give workshops or to bring forward great performances or employees who provide Superb Service.

To aid us in this, we have a select amount of spearhead talents in the fields we believe are important to our clients.