Service That Sells posted a recent article titled What Restaurant Guest Loyalty Is (and What It Isn’t) that dives into how to win repeat patronage. Even though the article is specifically targeted at restaurateurs, its advice is actually applicable to any industry that considers customer service to be an important differentiator—which is…

There’s so much advertising noise in the world today, both in the traditional media of television, radio, and print, as well as in new media online, you can’t blame business owners from wondering how they can reach new customers.  After all, large competitors with enormous advertising budgets can yell louder…

Rich Parubrub wrote a great advice column on RunningRestaurants.com called “9 Tips for Managing Negative Restaurant Reviews”, to make sure “your voice is heard where your restaurant is being discussed.”  While all these tips are great and certainly apply to more than just restaurants, let’s focus on two that are closely…

In previous blog entries, we’ve talked about how precise a tool mystery shopping is because it allows a business to target specific initiatives to measure everything from how well the staff is executing to whether the background music is enjoyable at a retail location.  But once you’ve aggregated all that…

If there’s one key lesson a mystery shopping company can teach a business, it’s that customer loyalty isn’t something you earn once — it’s something you earn again and again, every day.  And knowing what your customers think about your business isn’t simply a luxury; it’s a necessity to make…