Why a staff member should collect information even if they can’t do anything about it I closed a bank account today, and the reason I
Certain things work certain ways. When you get on a plane (remember that?) you expect a safety briefing, the expected timing of the trolley cart,
What percentage of people are sanitising before entering a store? Here are the scary statistics from over 2,000 store mystery shopping observations.
It’s one thing to be “coming out of restrictions”, it’s another thing for customers to ‘want’ to be spending money. Will there be a rush
How much does a store’s COVID practices affect buying behaviour? 82% of our 700 consumers polled said they’d change their buying behaviours if not confident
Research showing that 63% of people are not confident in crowded places
Sharing the results of a comprehensive consumer study into COVID-19 shopping behaviours and confidence.
Why did Australian retail sales drop 18% in March? The pantry peak and toilet paper peaks have passed. There’s not much left to buy. But
These are the latest state-by-state COVID-19 retail trading rules for Australia
Here are the real mystery shop results from a chain of fitness centres. If you asked the prospective customer what they thought of the service,
When are we personally successful? Do we have to be like the titans, like Obama, Jordan, Microsoft, Amazon? What do I benchmark my comparatively small
Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.
Profit is more like happiness than joy. Profit and happiness as the result of activities, including externalities. Joy can be manufactured.
Everyone is involved in customer service. Here is a short story showing how everyone should have it front of mind, even I.T.
Although a store may spend $10,000 a month on rent, it seems incredulous that a $100 per month spend on mystery shopping (1% of the
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