You are only one step from customer service disaster
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 public reaction. Your company is one misstep away form this treatment. Naturally, a twitter hashtag was born #newunitedmottos It’s hilarious and scary for any company. #NewUnitedAirlinesMottos Get off my plane […]
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 […]
How to buy a car – if the dealership would only help you
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 other way, nowadays they hardly talk to you at first. 2 minute Anchor post below. https://t.co/6t2RzokuNC
How to get a 2,750% ROI from Mystery Shopping
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 store with: 5,000 people walking through per month 80% of people buy Average price of $60. The store also has the following statistics: greeting customers 68% of the time commitment […]
Episode #15 The Customer is not always right, but
Episode #14 – The one thing more important than profit
The greatest frustration of most leaders is to get your people to go the direction you’ve set. To bring strategy and execution together, the two things overlooked are Purpose and Personality. Sure there’s more to business than that, however, these are the two rarely spoken about missing pieces. Let’s start with Purpose. I know, your […]
Episode #13 Dealing with personalities
Episode #12 Don’t believe your truth
Episode #11 – Your lying customers
Episode #10 Defining an entrepreneur
Do you really want to be an entrepreneur? Well guess what, you can’t choose. It’s either in you or its not. It sounds all sexy, but it’s not. To me, an entrepreneur is someone who takes a business from zero (or completely transforms and existing business). They cannot go to a Bank for finance because […]
Episode #9 – How to get customers to try in store, buy online (elsewhere).
I’m calling out some retailers. You’ve probably experienced this too, but it’s not good enough. Last weekend I went shopping for tennis shoes for my son, as well as some clothes. We travelled 40km South on Saturday to a big Mall, and then 50km north the following day to an even bigger Mall. The lack […]
Episode #8 FIVE customer hacks learnt from roaming around an expo
I recently went to on Online Retailers Conference in Sydney, and expected to spend a couple of hours there bumming around and getting bored. But I not only stayed till close, I also stayed for the networking event, and returned the day after. I never do that. Clearly I stayed because I got awesome value […]
