How confident are COVID consumers?

Before starting a mystery shop for a client we like to scope the store to see how they operate. Here is an example mystery shopping gyms. It’s not in the normal questionnaire format of a mystery shop but it will give you an idea of what we look for. The findings below don’t just apply…

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October 01, 2019

Mystery Shopping Gyms

Before starting a mystery shop for a client we like to scope the store to see how they operate. Here is an example mystery shopping gyms. It’s not in the normal questionnaire format of a mystery shop but it will give you an idea of what we look for. The findings below don’t just apply…

September 26, 2019

Automated customer service can cause problems

You know the scenario, skip the queue and get automated customer service on a chat session. But beware! If you chat with Qantas online, you get reasonably quick responses and you can deal with the back and forwards in your own time. All good. However, you’re in trouble if the enquiry is anything but simple….

September 23, 2019

Don’t throw away half your sale leads

Imagine throwing away half of your leads? Oh, I know you’d never do that. Maybe you’re a small business that intimately knows everything that’s going on. Perhaps you’re a big business with big processes. I’ve heard it all. And yet, this is the reality I see way too often. Behind the curtain of a Mystery…

September 20, 2019

Do customers want automated customer service?

We look back fondly on the good ol’ days of customer service but forget how bad they were.

Automation is making it better and the research proves it.

September 12, 2019

How to avoid mystery shopping scams

If you are looking to be a mystery shopper, please beware of some of the scams. Here’s how to protect yourself. If it’s too good to be true, it probably is. We hope this helps.

September 09, 2019

The ultimate test of good customer service

The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.

August 30, 2019

How Uber Eats almost destroyed a small business

We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances)….

August 21, 2019

Are you making these small service mistakes?

This is about what happens when a company automates their customer service too far.

August 20, 2019

How to stay top of mind

A description of the ‘mere exposure effect’ and the art of staying top of mind

August 19, 2019

How to avoid wasting ad money

See how a B2B software seller is wasting over 30 of its marketing spend through poor execution.