In the November Fast Company, there's a great article from writer Alex Frankel. In the piece, he poses as a frontline employee in several different companies and recounts his experience. So often we hear businesses cite "experience" as a defining feature and yet the people who create those experiences aren't nurtured. I've often thought it might be an interesting model to set up a consultancy who hired bright youngish people and sent them around to be the uber-secret-shoppers. It would be great information, for those who cared to hear it.