How confident are COVID consumers?

Research showing that 63% of people are not confident in crowded places

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May 28, 2020

Confidence in crowded places

Research showing that 63% of people are not confident in crowded places

May 21, 2020

Press Release COVID Sentiment

Sharing the results of a comprehensive consumer study into COVID-19 shopping behaviours and confidence.

May 21, 2020

Why did retail numbers have an 18% COVID drop?

Why did Australian retail sales drop 18% in March? The pantry peak and toilet paper peaks have passed. There’s not much left to buy. But there’s something else going on. There’s a total lack of confidence. As I described to John Stanley on radio 2GB (below), our research shows that 64% of Australians are nervous…

May 12, 2020

The latest State COVID rules for Australia

These are the latest state-by-state COVID-19 retail trading rules for Australia

February 20, 2020

Don’t be so warm. Sell.

Here are the real mystery shop results from a chain of fitness centres. If you asked the prospective customer what they thought of the service, they’d say. Awesome. 100% of people received warm service. BUT 62.5% of people were NOT invited to take up a paid membership. They are not closing. What’s the good of…

February 18, 2020

Be like Mike, or Obama

When are we personally successful? Do we have to be like the titans, like Obama, Jordan, Microsoft, Amazon? What do I benchmark my comparatively small mystery shopping company against? When is our business a success? What should we measure ourselves against? “Be Like Mike” became a meme after it first appeared as a Gatorade commercial…

January 29, 2020

Shuddup and take my money

Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.

October 17, 2019

Happiness Is More Like Profit Than Joy

Profit is more like happiness than joy. Profit and happiness as the result of activities, including externalities. Joy can be manufactured.

October 16, 2019

Everyone is in Customer Service

Everyone is involved in customer service. Here is a short story showing how everyone should have it front of mind, even I.T.

October 15, 2019

The ROI of Mystery Shopping

Although a store may spend $10,000 a month on rent, it seems incredulous that a $100 per month spend on mystery shopping (1% of the rent) needs to be justified with ROI. If salaries and running expenses are taken into account (roughly to equal the monthly rent), then $100 per month equates to 0.5% of…