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Customer loyalty for free

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

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A dumb or cynical question?

When surveying customers, make sure you get the questioning right. Optus Telecom in Australia got it wrong. Check out the question below.      

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Why Measure?

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

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You can’t watch everything

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

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Why Measure?

Peter Drucker famously said “if you can’t measure it, you can’t manage it.” Time and time again I see companies trying to fix problems they

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Complicating the customer process

We are complicating the sales and service processes with mindless steps. 10 steps to sales enlightenment, paraphrasing the customer’s needs, intelligent questioning. I’ve heard them

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