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Use the 80/20 Rule to Guide Your Business

The 80/20 Rule is traditionally known as the Pareto Principle, named for Italian economist Vilfredo Pareto (1848–1923). Pareto discovered a recurring phenomenon that appeared in many aspects of life, from land ownership to broader economics: put simply, this principle states that 80% of results come from 20% of effort. This…
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From Vision to Fruition

Every business owner should have a vision for what his or her company should ideally be. That vision should include expectations like offering a superior customer experience with high-quality products and services. But how do you do this? Think of your vision as a goal, what you hope your business…
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How Mystery Shopping Can Benefit Your Marketing

When we discuss mystery shopping, we usually do so from the standpoint of how it can directly benefit your business’s customer experience. We emphasize the importance of using the perspectives of regular consumers to gauge your customer service, sales, and support processes from a layperson’s point-of-view. Mystery shoppers observe everything…
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Demystifying Mystery Shops

Many small-business owners are new to the world of mystery shopping. They understand the gist in that that people are sent in to evaluate various aspects of their customer experience, but beyond that generalization, much of what companies like The Brandt Group do remains a mystery—forgive the pun. We value…
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Collective Intelligence

A common feeling among small-business owners is that they’re all alone. After all, each one faces competition for customers, supplies, and employees. This is further magnified in a time of inflation, supply-chain headaches, and widespread understaffing. While this sense of isolation can apply to larger corporations, it’s an even stronger…
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Customer Service Starts with Company Culture

While we should hope that every business wants to deliver a top-shelf customer experience, complete with great products, convenience, and a well-trained staff, far too many fall short of these lofty standards. Worse still, there are many companies that seem to have accepted their shortcomings as being necessary, especially in…
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Solve Frustration with Communication

With staff shortages and supply-chain interruptions, every industry is marred by mounting delays: car dealerships, book publishers, healthcare, retail, restaurants, and more. We’ve all experienced it one way or another, from empty shelves at our grocers to longer waits at understaffed restaurants. Economically speaking, long-term staff shortages and supply-chain issues…
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Quality, Competence, and Consistency

Do customers trust your business? Can they be confident that when they purchase something from you, they’re going to get what they expect every time? Do they know that your employees are going to do their jobs well to facilitate that experience? Every business owner wants to believe the answers…
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