You know the story. At the end of a call, the company asks you to hang on the line to answer a brief survey. Makes
There is a new way to collect customer service data. And it’s a scam. Be careful. In many countries, you can now ask a simple
It’s tempting to ask for customer feedback and then make strategic decisions. The problem is, you will probably make the wrong decisions. A customer might
Everyone goes on about giving “great service”. But it still doesn’t have the profile of other job roles, especially at executive level. Look at these
Case study — 2 reasons your website might be broken. If your website works, how can it be broken? Simple, it pushes people away for two reasons: 1)
1. The power of Mobile Google have released research showing that 89% if people are likely to recommend a brand after a positive brand experience. More
Facebook (through Instagram) recently introduced face filters to let people add all manner of things on their face, like glasses. The glasses are superimposed on
Walmart have started using Virtual Reality headsets to train staff on Customer Service. It’s also being used for new associates who have never experienced Black
There’s no need to over-complicate customer loyalty. Often companies “expect” loyalty form customers, but don’t give it back in return. Customer loyalty is a two
Don’t talk to customers about Features and Benefits. It reverses the sales process. In my Mystery Shopping business I often see customers asking questions about
When surveying customers, make sure you get the questioning right. Optus Telecom in Australia got it wrong. Check out the question below.
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
Peter Drucker famously said, “If you can’t measure it, you can’t manage it.” Extract from my book – Mystery Shopping Mastery Time and time again
Extract from my new Book – Mystery Shopping Mastery Let’s start with an extract from a mystery shopping report: The store was in immaculate condition
United Airlines famously forcefully ejected a passenger because the flight was overbooked (to make room for 4 crew). It got quite violent. So was the
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