The future has arrived – in China. I’m fortunate enough to travel to my Shanghai Mystery Shopping office every 3-4 months. Since my last trip
Marketing is not often viewed as customer service centric. It’s seen as the funnel filler before Sales takes over. But marketing is more than that
Customer Service is about more than answering questions. You need to understand the purpose of the customer’s inquiry. When they call asking a question, customers
It’s easy to know if you hit a sales goal, right? But you know it gets more nuanced and complicated than that. What if a
In this episode we look at how to sell with meaning. We all know you should sell with Features and benefits, but I’ll suggest switching
Meaning is possible even in the most frivolous (Lego), painful (cycling) and frustratingly mundane jobs (IKEA) and can be lost in the most complex and
Having a name like Di Pietro, with a space in the name can create problems. I made a hotel booking without a space and my
Excerpt from my “Purpose” Blog As individuals we never end up where we wanted to be. You would think a steel mill has nothing more
We do a lot of Mystery Shopping compliance work. The results are not surprising to us, but they are surprising to our clients. [Short Video
You’ve had a big client for 5 years, everything seems to be going well, but you’re nervous. Is it too quiet? Am I getting the
Why do customers really leave? The answer is not as obvious as it seems. Dan Kennedy, the king of direct marketing explained the reason as
The anatomy of a bad customer survey. It’s unfortunate but companies spend millions on surveys and replay around the world. But most don’t work.
There’s a big problem with customer reviews – they can leave you with a false sense of security. What could be more important than the
Someone asked me a great question the other day. What is the most ridiculous thing you have ever done for a customer? I told her
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