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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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Why Do Customers Choose Your Business?

Unless your company happens to operate in a complete monopoly, it has competitors. Perhaps even an industry full of them, especially given how small the world has become through the power of the Internet, and not just the other guys down the street or across town. Given the number of…
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Empower Employees to Feel Safe

We’ve long stressed the importance of empowering employees to be the best representatives of your company as possible. Historically, this has meant allowing them to make decisions on the frontline for the sake of efficiency and timeliness—huge boons for your customer experience, as well as your employees’ own job satisfaction.…
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