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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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Use the 80/20 Rule to Guide Your Business

The 80/20 Rule is traditionally known as the Pareto Principle, named for Italian economist Vilfredo Pareto (1848–1923). Pareto discovered a recurring phenomenon that appeared in many aspects of life, from land ownership to broader economics: put simply, this principle states that 80% of results come from 20% of effort. This…
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Elevating Your Customer Experience

Shep Hyken is back at it again with another great blog about the difference between good and great, and why this is an important distinction when trying to maintain customer loyalty. As he cites, his “customer service research found that the top reason customers are most likely to come back…
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Customer Loyalty Is Always Up for Grabs

One of the most important pursuits for any company is maximum customer loyalty. In fact, we’ve devoted countless blog posts to this idea, and we’ve structured our mystery-shopping service around the idea of earning that loyalty. Why? Because loyal customers equate to repeat business, naturally, and they also lead to…
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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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Incentivizing Great Mystery Shop Scores

Mystery shopping’s most important function is to serve as a training tool. That’s not the only function, of course: mystery shops are important for monitoring how effective your merchandising is or whether customers are enjoying or even understanding your product options, among other uses. But training should be its primary…
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How Mystery Shoppers Score You

The Brandt Group specializes in co-developing with you your business’s customer experience, which is done by tailoring a thoughtful customer service with quality salesmanship and branding. Focusing on these facets will ensure long-term customer loyalty and enhanced profits, which will propel your business into years of long-term success. To accomplish…
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Alternatives to “No”

No one likes being told no to something they want, especially if they think their request is completely reasonable. Being told no can turn a positive interaction negative, especially if it’s not handled well. Oftentimes, how you’re given an answer is just as important as the answer itself. Shep Hyken…
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Avoiding Common Mistakes

Gene Marks, writing for The Hartford, has posted a great list covering many of the common traps small-business owners fall into, especially when they first get started. Many of these observations are important even for veteran business owners, so let’s look at a few today. Don’t Ignore Your Customers As…
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