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Who Invented Mystery Shopping?
Mystery shopping was far from an overnight sensation. In fact, it took over forty years to grow from the seed of an idea into the thriving multi-million dollar industry it has become. The business was started by iconic entrepreneurs such as JW Marriott and his wife, Alice. Fun fact – rather than starting in the
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Are Your Employees Stealing?
Employee Theft is a tough subject. As we find ourselves on (hopefully) the tail-end of the COVID-19 pandemic, its important to remember that even typically honest employees may steal under dire circumstances, such as a global pandemic. A study on Employee Theft, conducted by Forensic Pathways, found that 10% of employees will always steal, 10%
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Why Responding to Reviews is Critical
According to Reviewtrackers.com, a staggering 94% of consumers admitted that a bad review convinced them to avoid a business! A single bad review can negatively affect your business, but that does not mean there is nothing you can do about it. In fact, 45% of consumers stated that they were MORE likely to visit a
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Lessons from Amazon: Focusing on Experience
From the beginning, Jeff Bezos knew analyzing customer experiences was one of the most important aspects to his start-up company. According to Forbes, the founder and CEO of Amazon invested 100 times more money into investigating customer experience online than he did in advertising! In a time in which barely half of companies were investing
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Reputation Management Made Easy
Word of mouth is no longer family, friends, and co-workers. It is word of internet – hundreds of strangers giving their opinions based often on a single experience. So many reviews nowadays include references to “been going there for many years but never will again” based on one bad experience. The years of good experiences
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Improving Your Customers Experience
Since the onset of the COVID-19 pandemic, I have become a huge fan of ordering my groceries delivered straight to my door! Shipt is my app of choice. Their shoppers are amazing, and I always receive great customer service. However, recently I have run into some peculiar tech issues, that have seriously detracted from my
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The ‘New’ Customer Experience
One negative feature on your website could be costing you hundreds of thousands of dollars, no matter how great your product or service may be. PwC conducted a study which showed that one in three customers would leave a brand they love after just one bad experience and 92% would refuse to return to a
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What You Don’t Know Will Hurt You
User Experience (UX) audits allow a business to truly understand what their customers are experiencing when using their products or services. Whether ordering food, buying clothes, booking or renting a service, or just trying to reach a customer service representative, if a business is not looking at things from their customer’s point of view, they
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The Art of the Apology
Apologizing as a business is an art form. You cannot simply say, “I’m sorry.” The absolute worst thing you could say would be, “I’m sorry, but…” Placing the “but” in there (no matter how you phrase it) is reducing the impact of your apology. By learning from the successes of business giants such as Apple,
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