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The Power of Personalization

We all know that customer satisfaction is the make-or-break metric for all businesses, but small ones that don’t possess giant war chests to survive a string of bad press or ruinous policies. Personalizing your customer experience is how you keep that satisfaction high, as it makes those interactions about more…
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Customer Service by Example

Leading by example is one of those philosophies that most of us know and firmly believe in, even if we sometimes joke, “Do as I say, not as I do.” Concepts like taking responsibility, being a good teammate, and always giving your all, seem so much more valid when the…
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More Tips for a Customer-Centric Foundation

As we discussed last week, the most successful companies are the ones that cultivate a superior customer experience, the ones that take pride in everything they do. On its face, that idea doesn’t seem all that revelatory: after all, don’t most business owners think that keeping their customers happy is…
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Incentivizing Great Mystery Shop Scores

Mystery shopping’s most important function is to serve as a training tool. That’s not the only function, of course: mystery shops are important for monitoring how effective your merchandising is or whether customers are enjoying or even understanding your product options, among other uses. But training should be its primary…
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How Job Satisfaction Can Combat the Labor Shortage

There’s a labor crisis that, as Forbes reports, may be here to stay. Many are quick to point the finger at the broad availability of unemployment benefits since the start of the pandemic as the problem’s culprit, but it’s a problem that well predates COVID–19. “Comparing Labor Department data on…
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Role-Play as a Training Tool

It’s no secret that most of us learn best by doing as opposed to merely watching, which is why so many trainers recommend using role-play to teach customer-service and sales techniques. As an article at Ready Training Online explains, “Think back to how you learned to drive a car and…
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Mystery Shopper Requirements

One of the first questions prospective mystery shoppers ask is what kind of training is required to succeed in this industry. There are many certification programs, for example, covering everything from shopper ethics to the nuances of different client industries (including dining, automotive sales, and so on). But which of…
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The Mystery Shopping Report Card

The Brandt Group offers a variety of detailed reporting options for our clients to review and interpret the mystery shopping data we collect. The reports empower them to identify big-picture trends or focus in on the tiniest of details. And they’re all scalable, offering a view of the entire company,…
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Happy Employee Appreciation Day 2020!

Happy Employee Appreciation Day 2020! Today is the one day of the year to show your staff just how much your value their hard work and overall contributions. Just today. No other day. Of course that’s not true! Just like Valentine’s Day isn’t the one time of the year to…
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