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Be the Change Your Workplace Needs

Most people don’t like the idea of being tested, and fewer still like the idea of being subjected to pop quizzes—especially when they’re being conducted without your knowledge. It should be no wonder that many retail and service employees are wary of mystery shops, which are a lot like secret…
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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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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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The Trust Economy

Reputation is everything. It encompasses every aspect of your business, from the quality of your products to the care you show your customers. It’s word-of-mouth, and it’s the number of stars on Google Reviews, Yelp, or whatever else. Perhaps most of all, it’s a measure of your business’s trustworthiness to…
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Why Employees Should Care About Net Profit

Anyone who has ever looked at a business’s financials will quickly understand the difference between gross and net profit. But for clarity sake, let’s define them. Gross profit equates to how much money is made on a sale after deducting its production costs, while net profit is what’s left over…
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Learning from the Competition and Beyond

Customer-service expert Shep Hyken has another great take on what it takes to deliver a superior customer experience, this time taking a look at the importance of studying the competition. But, as he explains, it’s not as simple as copying what they do: “if all you are is a copy…
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Customer Experience Consistency

Famed customer-service expert Shep Hyken posted an article titled, Avoid Customer Confusion, wherein he details a confusing experience purchasing a ping-pong table from a nearby store. He had researched the price online at their website but was shocked to discover that the brick-and-mortar location had a much higher price—and worse…
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The High Cost of Cheap

Consider the age-old saying, “you get what you pay for,” and compare that to another that says, “a fool and his money are soon parted.” These are two extremes on the axis of value, where each of us has to judge whether something is worth the cost. But as we…
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Watching the Tape

When most business owners think about mystery shopping, they picture an average consumer entering a store to evaluate the customer experience. This includes everything from the impressions they form when approaching the store’s exterior to how the employees treat them once they’re inside. Additionally, they’ll usually have feedback regarding store…
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