The best word-of-mouth is?

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 social media post or review site. But one type of word of mouth is more powerful than the others. At Service Integrity, we do a lot of studies looking at […]

How customer service accidentally gets low priority

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 job roles on Linkedin. No mention of Customer Service. Scroll further. Nope — further? Nope — surely it’s in alphabetical order. Must be on the next screen right? Again No. Linkedin and so many […]

Episode #19 Customer Service is overrated

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, but I see it time and time again. Companies focusing on the wrong things. Sure service is important, but it’s also important to ensure that: 1) your products are on […]