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The Mutual Benefit of Mystery Shopping

As you consider implementing mystery shopping to develop your business’s customer service and experience, you may wonder how your employees will feel about it. You may worry that some will feel like they’re being spied on, that you don’t trust them, that what they do is never good enough. Some…
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Should You Script Your Employees?

As you endeavor to improve the customer experience at your business, you’ll want to do everything you can to ensure that your employees are always delivering their best, most consistent performances possible. In fact, many businesses will develop something like a flowchart for employees to memorize to maintain that consistency.…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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The Value of Competitive Mystery Shopping

One of the services that The Brandt Group offers is something called competitive mystery shopping. Often when our prospective clients reach out to us for the first time, they’re delighted by this idea. To the business owners and managers who find themselves unaware of what this means, this blog is…
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The Phone Is Still King

Nicola Brookes, writing for Vonage, included a series of fascinating infographics in her article, “The Multibillion Dollar Cost of Poor Customer Service”. Among these graphics, we can see that the company uncovered that businesses lose some $41 billion dollars each year due to poor customer service—in part due to the…
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