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Encouraging Positive Reviews

We’ve long stressed the importance of maintaining your business’s reputation, as public opinion is slow to change and so crucial to your ongoing success. There are many factors that can influence that reputation, but one major concern is the reality that negative customer experiences are far more likely to result…
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Finding Opportunity Amid Uncertainty

Even in the best of times, there has always been uncertainty in the marketplace, regardless of the industry your business is in. Trends come and go, the economy might be up or down, and even an election might change your company’s outlook. And because this is 2020—one of the strangest…
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Beyond Order-Taking

Let’s return to RestaurantRockstars.com’s Roger Beaudoin again for inspiration, this time for how to maximize profits and create an overall superior customer experience through good sales practices and quality options. To begin, we can see in another video podcast with RunningRestaurants.com that Beaudoin describes the difference between salespeople and order-takers. He…
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The Heart of Great Customer Service

Over the last several weeks, we’ve taken a look at Shep Hyken’s 2020 special report on achieving exceptional customer service. To wrap up, let’s take a look at what attributes help separate a great from a poor experience. There are a number of positive factors, of course, as Hyken notes…
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Communication Channels and the Customer Experience

A business’s ability to communicate with its customers is critical for its long-term survival. Sales, services, and support all rely on communication, otherwise we might as well all shop from mail-order catalogs. For decades, the two primary channels for doing so were either in-person or were over-the-phone. But since the…
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Exceeding Expectations

Let’s dive back into Shep Hyken’s 2020 special report, continuing where we left off from last week. The next topic concerns consumer expectations, which Hyken measured by asking respondents “to rank industries based on what level of customer service they expect to receive”—not their actual experiences, just what they anticipated.…
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The Power of Convenience on the Customer Experience

Returning to Shep Hyken’s 2020 special report that we discussed a couple weeks back, let’s turn our attention to the price are willing to pay for their customer experience. We can surmise that some people are indeed willing to pay more for higher quality, naturally. Otherwise, luxury brands wouldn’t exist,…
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The Mystery Shopping Report Card

The Brandt Group offers a variety of detailed reporting options for our clients to review and interpret the mystery shopping data we collect. The reports empower them to identify big-picture trends or focus in on the tiniest of details. And they’re all scalable, offering a view of the entire company,…
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Empower Employees to Feel Safe

We’ve long stressed the importance of empowering employees to be the best representatives of your company as possible. Historically, this has meant allowing them to make decisions on the frontline for the sake of efficiency and timeliness—huge boons for your customer experience, as well as your employees’ own job satisfaction.…
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