Charles Stiles

President and Host of Mystery Diners at Food Network

Charles Stiles owned, managed, and grew numerous retail gourmet food and gift shops with world-class customer service. In 1996, his success led to the creation of one of the most respected and comprehensive mystery shopping companies in North America. In 2014, BES acquired two of the most notable brands in the industry (Customer 1st and BMA). They service a growing cadre of national and international clients, such as Disney, Microsoft, YMCA, and many more. Charles has been an active member of MSPA-NA for 20 years and is the current President of the MSPA Americas. As the host of Food Network’s Mystery Diners, he continues to elevate the customer service evaluation industry by bringing awareness to the importance of customer service to business success.

All Sessions by Charles Stiles

  • Conference Schedule


  • 11:25 AM  - 11:35 AM
    Learn about mystery shopping from the host of Food Network’s “Mystery Diners”: What is mystery shopping? What makes mystery shopping different from CSAT studies, crowdsourcing and traditional market research? How can a company implement mystery shopping into their business model as additional customer experience measurement for their customers? New tech in mystery shopping, specifically mobile and video, and how it ties in with other KPI measures such as NPS. Three takeaways that we can apply to improving CX: 1. Start with the customer 2. Make sure any product or service solution maps back to customer needs and opportunities 3. The customer gets the last word - how to test, learn, iterate and measure success
    Research/VOC




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Charles Stiles