The difference between Mission and Vision
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. Purpose is a timeless statement of ‘why’ the organisation exists.
Why Measure?
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 have imagined and, at the same time ignore the problems that need fixing. Sure, management is an art and skill, but good measurements provide a direction to apply that art […]
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 […]
Episode #18 – Mystery Shopping is not a Customer Service Measurement
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 a website/app. They then evaluate different aspects of the service experience. But measuring aspects of the service experience is NOT a measure of customer service. Mystery Shopping takes measurements as […]
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 […]
Disgusting people with high quality standards
“I am quite disgusted that you (Service Integrity) would deny a report based on the fact the concern was raised before the fitting room and not after.” That’s part of a long complaint from a Mystery Shopper after we rejected her Mystery Shop report. She was truthful, she was detailed, and she had the best […]
Episode #17 – Staff recommendations – the secret sauce!
We all know the importance of word of mouth (WOM) in Sales. But there is one type of WOM which is just as important as a recommendation from a friend, namely, a recommendation from a staff member. We asked 273 Mystery Shoppers and found that a recommendation from a friend is as important as a […]
Don’t do this in surveys
I know I know, everyone wants feedback. But don’t do it like this. Keep in mind, this was sent to me as a customer, not a prospect. It’s OK to send marketing messages with “Hi there” but not when you want something from a customer, the least you can do is to pretend to personalise […]
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 […]
