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.
We all know what it’s like when we lose it. It also happens to our staff with customers. We assume people control their reaction. But they don’t. Here’s why.
You wake up in the morning feeling slightly off; what’s wrong? You have a cup of coffee and try to shake it off, but it
Dan Murphy’s is Australia’s biggest liquor chain. You’d think they’d know how to do a survey. I found a pile of these paper slips at
We’ve all heard that we should zig when others zag. Find that blue sky, be unique. But it’s harder than it seems. Here are 6 ways
eVouchers and gifts are broken. They focus on the transaction and not the experience of the giver and recipient.
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.
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.
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.
Although we see thousands of pieces of advertising every day, they work. But in order for them to work, each store must implement (with precision)
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
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