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
Can employees really be trusted? We want to trust staff because compliance is a dirty word to many avant guard managers. You get the behaviour
Before starting a mystery shop for a client we like to scope the store to see how they operate. Here is an example mystery shopping
You know the scenario, skip the queue and get automated customer service on a chat session. But beware! If you chat with Qantas online, you
Imagine throwing away half of your leads? Oh, I know you’d never do that. Maybe you’re a small business that intimately knows everything that’s going
We look back fondly on the good ol’ days of customer service but forget how bad they were.
Automation is making it better and the research proves it.
If you are looking to be a mystery shopper, please beware of some of the scams. Here’s how to protect yourself. If it’s too good
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so
This is about what happens when a company automates their customer service too far.
A description of the ‘mere exposure effect’ and the art of staying top of mind
See how a B2B software seller is wasting over 30 of its marketing spend through poor execution.
We all know that word of mouth is critically important. Word-of-mouth can come from several sources including friends, acquaintances, or even a random comment on a
What’s the purpose of shopping. No seriously. To buy something. And the more value the better. In my Mystery Shopping business we find that in
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