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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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The Wow Starts Now

“The Customer Experience” is a catchall term you’ll hear thrown around a lot in the retail and service industries. It encompasses the entire interaction a customer has with your business, including everything from branding impressions, the store visit, and to what happens after—customer service, sales, and support. For a restaurant,…
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Using Mystery Shops to Coach

You’ve made the decision to start mystery shopping your company, and now your first reports have arrived. Perhaps they’re a mixed bag: some did great, others so-so, and a few poorly. How should you, or those employees’ manager, use this data to instruct them? Reinforce When discussing what went well…
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Which Industries Benefit Most from Mystery Shopping?

You might think this question is purely rhetorical, as there’s an argument to be made that all industries can benefit from mystery shopping. Given that The Brandt Group specializes in mystery shopping, you might also think that we would agree with the sentiment—and you’d be right, of course. But there…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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