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Use the Carrot, Not the Stick

The Wall Street Journal recently posted an article titled “The Most Hated Way of Firing Someone Is More Popular Than Ever. It’s the Age of the PIP.” In this article, writer Lauren Weber describes the increasing use of Performance Improvement Plans (PIPs) across the corporate world. As she describes, “A…
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A Day in the Life of a Mystery Shopper for The Brandt Group

Ever wonder what’s it like being a mystery shopper? Have you ever wondered what the nitty-gritty details are of a job that combines the thrill of being on a secret mission with the meticulous nature of detailed reporting are? What, specifically, does The Brandt Group expect of its shoppers? Responsibilities…
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Boost Your Bottom Line with Mystery Shopping

Keeping your edge over your competitors requires more than just good branding and clever slogans. Even if you think your business already has good customer service, that alone may not be enough. Without a doubt, the tool you need—the one that can provide you with the insights necessary to drive…
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The Role Mystery Shopper Serves in Continuous CX Improvement

Maintaining an exceptional customer experience is critical for long-term success. Perhaps the most effective strategy to ensure continuous improvement is through the use of a mystery shopping program, especially as it relates to employee training. But what does continuous improvement really entail, and how can mystery shopping benefit small businesses…
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Recruiting the Best: What We Look for in a Mystery Shopper

Becoming a mystery shopper offers you the unique opportunity to contribute to the success of small businesses around you while enjoying the perks of a flexible schedule, timely pay, and other benefits. At The Brandt Group, we are always on the lookout for individuals like you who embody the qualities…
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You Should Mystery Shop with The Brandt Group

Have you ever walked into a store or restaurant and thought, “This place could be so much better with just a few tweaks?” Are you someone who loves shopping and dining out? Are you keen on making a positive impact in your community? Do you want to play an important…
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Mystery Shopping Is a Win-Win for You and Local Businesses

Do you have strong opinions about customer service? Have a discerning taste for quality? Believe in supporting local business? Of course you do. But did you know that you can help your local businesses to not only survive the pressures of mega-chains and the Internet, you can also help them…
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Going Beyond What’s Expected

We’ve discussed the importance of not going over-the-top for customers so often that it leads to unreasonable expectations beyond what’s sustainable. Rather, we’ve encouraged our readers to strive to deliver a consistently great customer experience with only the occasional grand gesture for the special customer or unique circumstance. That’s all…
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Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in…
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