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John Brandt
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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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Why Employees Should Want to Be Mystery Shopped

We’re almost there! Christmas is less than a week away, and we suspect many employees like yourself can’t wait to push through the festivities and make it to the other side of New Year’s, right? —Soon. Just keep focused and it’ll all be over before you know it! In the…
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The Attitude of Indifference

There’s no getting around the fact that December is a tough time for employees. On the one hand, increased sales are a critical boon for business, but on the other, there’s seemingly no end to the stress and frenetic pace of the holiday season. But the people working in the…
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Opportunity in the Chaos of Christmastime

‘Tis the season for jingle bells, hot chocolate, and gift buying. Where in previous years sales promotions like Black Friday took place on one day, now they all seem to be extended from the day of Thanksgiving onwards. There are lightning deals to catch and doorbusters to grab. As you…
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The Race to the Bottom

As reported in the business-news aggregator service Morning Brew, “Kohl’s stock fell as much as 18% after it missed Q3 earnings and slashed its fiscal 2019 profit outlook. CEO Michelle Glass blamed a race to the bottom for promotions and warmer weather in September.” Retail news this week hasn’t been…
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Lessons from Nike’s Amazon Departure

Earlier this week, Nike announced that the company will no longer sell its products through Amazon, saying, “As part of Nike’s focus on elevating consumer experiences through more direct, personal relationships, we have made the decision to complete our current pilot with Amazon Retail.” That pilot program began back in…
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A Service-First Sales Culture

According to a Gallup poll, as quoted in Shep Hyken’s article, “Five Ways Salespeople Can Contribute To A Great Experience,” salespeople are the lowest ranked profession outside of members of Congress. That there’s such a large negative sentiment to overcome for successful sales is a bitter pill to swallow. As…
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Does Your Business Offer Enough Upgrades?

Unless you’re running a charity or volunteering, most business owners are in the game to make a profit, and most of your employees work to earn a salary. Enhancing your business’s sales are crucial to making both goals a reality, so let’s take a look at how you can encourage…
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Why Should You Be a Mystery Shopper?

If you’ve ever thought about becoming a mystery shopper, but aren’t entirely sure whether it’s right for you, here are some reasons you might want to give it a go: Try New Things One of the most exciting benefits of mystery shopping is that it’ll often lead you to restaurants…
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