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The Attitude of Indifference

There’s no getting around the fact that December is a tough time for employees. On the one hand, increased sales are a critical boon for business, but on the other, there’s seemingly no end to the stress and frenetic pace of the holiday season. But the people working in the…
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Lessons from Nike’s Amazon Departure

Earlier this week, Nike announced that the company will no longer sell its products through Amazon, saying, “As part of Nike’s focus on elevating consumer experiences through more direct, personal relationships, we have made the decision to complete our current pilot with Amazon Retail.” That pilot program began back in…
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Unconventional Mystery Shopping

Most mystery shopping can be broken into two categories: on-site and over-the-phone. In both cases, mystery shoppers interact with your employees to assess customer service, salesmanship, and other aspects of the experience, such as cleanliness, merchandising, wait times, the complexity of the automated phone-tree, and more. These are tried and…
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