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Are You Losing Customers to Bad Customer Service?

The customer experience is the most crucial aspect of your business, beating out even your products and service offerings in the hierarchy of whether customers choose to shop with you or with a competitor. This was confirmed again by Shep Hyken, who recently put out a “special report on customer…
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Is Now Really a Good Time to Mystery Shop?

Unless you’ve just returned from a sabbatical in the Alaskan interior, you’ve probably noticed that these are unusually intense times we’re living in: the headline of every newspaper and the highlight of every cable news segment is singularly focused on just how perilous it is to even go outside. Hyperbole…
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Mystery Shopping for Survival

Earlier this year, back before the start of the lockdowns and the social distancing, we posted an article about the importance of Mystery Shopping for Compliance. In it, we described how critical it is for businesses to ensure their employees are obeying the laws governing the sale of age-restricted products…
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Mystery Shopping Under Lockdown

Amid social-distancing recommendations, stay-at-home pleas, and shelter-in-place orders, businesses everywhere are trying to find ways to remain open—even if in a limited capacity—to serve their communities and keep their staff members employed. Restaurants are closing their dining rooms but switching to pick-up and delivery, retailers are shuttering their showrooms but…
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Customer Service in a Time of ‘Social Distancing’

Many of our clients are in the retail, restaurant, and medical services industries, which means their employees are out in front of the public all the time. Reduced hours, understaffing, sanitization requirements, supply-chain stress, and temporary business closures are very real factors affecting these industries and many others, so it’s…
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A Valentine for Your Staff

Happy Valentine’s Day! Like we discussed last week, tools like mystery shopping and feedback surveys present opportunities for you to share some love with your customers. But as you’ll see this week, there’re also opportunities to show employees love, too. As we know, brand identity is tightly entwined with the…
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A Valentine for Your Customers

As a tool, mystery shopping helps target specific areas of concern, such as cleanliness, merchandising, and overall staff efficiency. These are some of the most important components of brand identity, after all, and are essential for helping a business stand out among its industry peers. Otherwise, your business is doomed…
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The Value of Competitive Mystery Shopping

One of the services that The Brandt Group offers is something called competitive mystery shopping. Often when our prospective clients reach out to us for the first time, they’re delighted by this idea. To the business owners and managers who find themselves unaware of what this means, this blog is…
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The Phone Is Still King

Nicola Brookes, writing for Vonage, included a series of fascinating infographics in her article, “The Multibillion Dollar Cost of Poor Customer Service”. Among these graphics, we can see that the company uncovered that businesses lose some $41 billion dollars each year due to poor customer service—in part due to the…
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