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.
5 May 2017 No Comments
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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
This is an issue that’s been raised by a lot of clients – especially where they don’t control the retailer. Are you worried about how
The difference between Mission and Purpose summarised in 1 minute. Mission is a focusing statement about how the organisation operates now and into the future.
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
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
Not all customers are the same right? Not all staff are the same right? Yet organisations try to implement “consistent” sales, service and employment policies.
Guess what. Customer service is NOT necessarily the most important driver of sales. That might sound strange coming from someone running a Mystery Shopping company,
Everyone seems to confuse Mystery Shopping with Customer Service measurement. The typical Mystery Shop involves sending a pretend customer into a store, call centre or
I went out a did some Mystery Shopping to keep my ‘eye in’. What a revealing process. I think dealers have gone too far the
Where do you start with Customer Service and Sales initiatives? (Vintage 2010 video) If you focus priorities, you can achieve great increases in sales. Imagine a
So, How do you get a staff member’s name when Mystery Shopping? It’s tough sometimes. But the client “needs” it. If only they had name
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