Why Customer Surveys Often Miss the Mark (and What to Do About It)
Most businesses rely on surveys to gauge customer satisfaction, but here’s the uncomfortable truth: surveys rarely tell the full story. Why? Two key reasons: 1. The Silent Majority When things go smoothly, customers don’t usually leave feedback. That’s just how we are—we expect things to work. But the one time something goes wrong? That’s when […]
A 5-Star Debacle on Australia’s Rodeo Drive
Here’s how a 5 star store in Australia’s Rodeo drive turned into a disappointing mess. Fancy doesn’t automatically mean good service.
In-Depth Review of H Hotel, Los Angeles Airport | Hotel Operations Insight
A video hotel mystery shop of the H Hilton Curio hotel. It’s almost excellent.
One Tool to Avoid Bad Mystery Shopping Companies
This One Tool Will Expose Incompetent Mystery Shopping Companies Mystery Shopping is a service that is hard to understand. On the surface, it seems simple. How hard can it be to send some people to a store and fill out a report? It gets enormously complex. Mystery shopping companies must deal with questionnaire complexities, shop […]
10 Reasons staff surveys fail
It’s tempting to use surveys to gauge the temperature of the staff. Here are 10 reasons why it’s not a good idea and 12 better ways to do it.
This is why your staff are uncontrollable
We all know what it’s like when we lose it. It also happens to our staff with customers. We assume people control their reaction. But they don’t. Here’s why.
We forget that thermometers don’t cure anything
You wake up in the morning feeling slightly off; what’s wrong? You have a cup of coffee and try to shake it off, but it doesn’t leave you. What do you do? What you don’t do is reach for every pill and syrup in your medicine cabinet. Of course, that would be stupid. So you […]
Why this survey doesn’t work
Dan Murphy’s is Australia’s biggest liquor chain. You’d think they’d know how to do a survey. I found a pile of these paper slips at the counter. Whilst it’s admirable to “do something”, Its got problems. 1) The staff member is supposed to enter their name, but they didn’t do that. 2) Staff members may […]
6 ways Amazon zigged when others zagged
We’ve all heard that we should zig when others zag. Find that blue sky, be unique. But it’s harder than it seems. Here are 6 ways Amazon went their own way. After smashing the digital bookstore space, Amazon had to deal with the new digital world. Steve Job even invited Jeff Bezos to Apple HQ for […]
eVouchers are broken
eVouchers and gifts are broken. They focus on the transaction and not the experience of the giver and recipient.
Don’t benchmark, except when….
Don’t stress about industry benchmarks except for when you are measuring against your own strategy. Industry benchmark studies are a dangerous distraction. Here’s why.
Don’t be the customer’s spider
Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.
