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Give Customer Service Agents a Break

We live in a world of instant gratification. Products can appear at your doorstep in a matter of hours through same-day delivery, food can show up from a restaurant in a matter of minutes, and information can be found online in seconds. So, no wonder fewer and fewer of us…
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Self-Checkout Woes: When ‘Convenience’ Hurts Your Experience

When self-checkout stands first became popular in the early 2000s, the promise was an attractive one: get in-and-out of the store faster by not having to wait in line for a checker. This worked especially well when you had just a few items—the regular checkout lines would handle the cartloads…
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Mystery Shopping Forever

As a business owner, you might wonder whether mystery shopping in the long term makes sense for your business. Perhaps you’ve thought that at some point, your employees are going to be as well-trained as they can be and that the utility of mystery shopping them will diminish in time.…
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Why You Should Become a Mystery Shopper

Have you heard about the gig economy? In recent years, more and more people have begun taking independent-contract work, offering on-demand services as a way to earn extra money in their spare time. Companies like Uber, GrubHub, Instacart, and many more have cropped up in the last fifteen years, and…
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How Mystery Shopping Can Benefit Your Marketing

When we discuss mystery shopping, we usually do so from the standpoint of how it can directly benefit your business’s customer experience. We emphasize the importance of using the perspectives of regular consumers to gauge your customer service, sales, and support processes from a layperson’s point-of-view. Mystery shoppers observe everything…
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Demystifying Mystery Shops

Many small-business owners are new to the world of mystery shopping. They understand the gist in that that people are sent in to evaluate various aspects of their customer experience, but beyond that generalization, much of what companies like The Brandt Group do remains a mystery—forgive the pun. We value…
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What a Dirty Bathroom Says About Your Business

An old-timey saying tells us that the devil is in the details. Put another way, we are warned to not get so caught up on the big picture that we neglect the little things. Pay attention. Look for the small concerns before they burgeon into full-blown problems. But the big…
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The Horrors of Calling Customer Support

No one likes calling customer support. We’ve all had experiences where we waited on hold forever, been transferred multiple times, talked to support staff who didn’t understand what we needed, and on and on. Some industries are especially notorious for this, including telecoms, airlines, and financial institutions, but it’s no…
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Mystery Shopping to Beat Inflation

According to the Bureau of Labor Statistics, a dollar from January 2020 has the same buying power as a $1.12 today. While twelve cents doesn’t sound like a lot of lost value, we have to remember that 12% adds up to a lot when it’s impacting every single purchase. Worse…
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