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.
Why I drove 1,500km for $80
I drove 1,500km in the Australian outback to earn $80 for a Mystery Shopping client. There are 8 good reasons why this wasn’t unreasonable.
How a flimsy sign altered behaviour
Although we see thousands of pieces of advertising every day, they work. But in order for them to work, each store must implement (with precision)
Why you should collect useless information
Why a staff member should collect information even if they can’t do anything about it I closed a bank account today, and the reason I had to close it IS relevant. I closed it because my bank, Greater Bank does not have Apple Pay as part of their Visa card offering. I am now wallet free, digital […]
How to improve a 10/10 review
Certain things work certain ways. When you get on a plane (remember that?) you expect a safety briefing, the expected timing of the trolley cart, and precise announcements. It’s just the way it works. The same with hotels and AirBnB’s. You expect the bathroom to have tissues and soap. Here’s the anatomy of a private […]
Scary hygiene statistics
What percentage of people are sanitising before entering a store? Here are the scary statistics from over 2,000 store mystery shopping observations.
How confident are COVID consumers?
It’s one thing to be “coming out of restrictions”, it’s another thing for customers to ‘want’ to be spending money. Will there be a rush to malls?Will there be a rush to other public places? We surveyed 670 consumers and found they are more skittish than you’d think. If you want the customers, make them […]
Confidence in crowded places
Research showing that 63% of people are not confident in crowded places
