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Can Self-Service Fit Within Customer Service?

Self-service options have been all-the-rage for many years now, with one of its earliest manifestations appearing in the form of pay-at-the-pump gas stations. According to PetroleumServiceCompany.com, “In 1973, a station in Abilene, Texas, invented pay-at-the-pump. By 1994, about thirteen percent of convenience stores offered pay-at-the-pump. Less than a decade later…
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How Does Shopper Recruitment Work?

One of the questions that sometimes comes up with our new clients is how we at The Brandt Group find mystery shoppers to perform all our audits. Is mystery shopping a vocation? Do mystery shoppers attend classes, receive special training, and earn certifications? What does it even take to become…
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Beyond Compensation and Benefits

The specter of the Great Resignation continues to haunt most companies around the country, as droves and droves of employees are resigning to pursue other opportunities. With the workforce in so much flux, many businesses—especially small proprietorships—are rightly concerned about losing their best employees and having to deal with a…
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How to Challenge Authority Respectfully

Unless you’re the business owner, president, or chief executive of your company, you always have someone higher up to answer to. After all, employees by definition are employed by someone else. And regardless of the kind of job you’re working, you’ve almost certainly experienced moments when you’ve disagreed with managerial…
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The Tide of Employee Turnover

While The Great Resignation has thrust the problem of employee-turnover into the spotlight recently, it turns out that it’s not actually a new challenge. It’s been a long, long time since the norm was individuals working the breadth of their careers for one company and retiring with a pension. In…
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Great Service, No Excuses

The pandemic has either created or magnified a myriad of problems for manufacturers, distributors, and businesses all across the world. Supply is constrained and delayed, and costs have risen dramatically. Add to this the labor shortage, and businesses are left scrambling to find a way to tread water, let alone…
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‘Tis the Season for Appreciation

Though it’s been another difficult year, businesses everywhere should take the time to look back with appreciation for all that they’ve been able to accomplish in 2021—despite the challenges arrayed against us all. The biggest reason for this success is, without a doubt, the loyalty of customers and employees alike.…
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Setting Expectations for Your Employees

Every business has goals of some kind, even beyond the basic need to make enough money to keep the lights on this month. Usually, a business hopes to grow, to bolster its reputation, and to genuinely satisfy everyone involved day-in and day-out. These kinds of goals are often broken into…
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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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