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Lady in forest holding circular frame making her seem translucent.
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You don’t know me

You don’t know me. One of my relatives sold her house about nine months ago for (at the time) an astonishing $2.5M. But recently, a (mere)

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Operating table with two doctors under Bright lights
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Surveys can be life and death

How much choice do consumers really have? Philosopher and neuroscientist Sam Harris argues that we don’t control our choices. As consumers, we are driven to

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Photo of bird following crumbs. Photo Photo by Dominika Roseclay from Pexels
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10 Reasons staff surveys fail

It’s tempting to use surveys to gauge the temperature of the staff. Here are 10 reasons why it’s not a good idea and 12 better ways to do it.

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Graph showing high cleanliness and closing skills and low scores for all other measurements.
mystery

Pharmacy Industry – Brand Fingerprints

Brands have a fingerprint, whether the management and board like it or not. Sometimes that fingerprint is not what was strategically intended. Here’s how brands can take back control of the narrative.

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eVouchers are broken

eVouchers and gifts are broken. They focus on the transaction and not the experience of the giver and recipient.

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Oscars behind smoke benchmark
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Don’t benchmark, except when….

Don’t stress about industry benchmarks except for when you are measuring against your own strategy. Industry benchmark studies are a dangerous distraction. Here’s why.

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spider web
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Don’t be the customer’s spider

Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.

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tesla on dirt road
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Why I drove 1,500km for $80

I drove 1,500km in the Australian outback to earn $80 for a Mystery Shopping client. There are 8 good reasons why this wasn’t unreasonable.

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