The Mystery Shopping Academy
Sormenvägen 19
186 92 Vallentuna, Sweden
Tel. +46 8 5118 5111
 Veronica Boxberg Karlsson, 
 the author of the books. 
The books are included in the training and can also be bought separately. Visit the bookshop »
Delegating responsibilities to employees always pose a risk. It takes courage and trust when one no longer is in control of all decisions or what is going to happen in all “Moments of Truth”. Management has the responsibility to make sure all employees are properly executing the company concept; that they get feedback, are rewarded and make progress. Measuring employee motivation and what happens in the “Moment of Truth” is as important as measuring customer satisfaction, cash flow and financial status. That’s what this book by Veronica and Kristina is all about.
— Jan Carlzon