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3 Steps to Simplify Business Operations

Running a small business can be both rewarding and challenging. As the captain of the ship, you’re responsible for navigating through daily operations amid the seas of nonstop competition. Keeping those operations as simple as possible can lead to increased efficiency, reduced stress, and improved customer satisfaction. Let’s explore three…
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The Here and Now

Many of our blogs talk about taking the right steps to ensure lasting customer loyalty as a way to spur long-term success. After all, loyal customers are the ones who keep coming back and spreading positive word-of-mouth to their friends, family, and greater social network. That’s the essence of having…
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Customize Your Customer Experience

When you dine at a restaurant, you want the staff to look at you as more than just someone who’s just hungry. When you buy a car, you hope the salesperson understands that you really do care more than just getting from point-a to point-b. And when you plan a…
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Why You Should Mystery Shop with The Brandt Group

As you doubtless know by now, mystery shopping is one of the most powerful tools a business can use to evaluate and improve its customer experience. Mystery shopping provides valuable insights into the quality of a business’s products and services, as well as the performance of its employees. But there…
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Customer Service vs Customer Experience

One of the more recent buzzwords in the field of hospitality is customer experience, often abbreviated as CX. These days, you can hardly escape the term; it is the saveur du jour of business consultants everywhere. But while it seems newfangled, its coinage is most often attributed to Lou Carbone,…
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Prioritize People Over Processes

Procedures, processes, workflows. They’re an important part of designing how your business operates, from how customers make purchases, to how your support staff handles problems. At The Brandt Group, we often advocate for something like our GUEST model, which stands for Greet-Understand-Explain-Secure-Thank; this model describes a process for making sure…
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Lessons from the Fall of Blockbuster Video

One of the great business anecdotes regarding the perils of shortsightedness is the fall of Blockbuster Video, especially in light of how that company had multiple opportunities to buy Netflix but declined to do so. Of course, we all know today that Netflix is a behemoth in the world of…
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Survivorship Bias

Can a business get away with only using feedback surveys rather than investing the time and resources into a fully featured mystery shopping program? The temptation is understandable, since a manager might think he can just put a few questions into an online form and pass a hyperlink out to…
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The Sunk-Cost Fallacy

A common saying is that hindsight is 20/20, that it’s far easier to judge a decision in retrospect than it is before the outcome is known. We all make choices in our personal lives and in business without knowing all of the details; sometimes we decide with incomplete or even…
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