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The Keys to Lasting Customer Loyalty

Customer loyalty is crucial for the survival of any small business. However, loyalty doesn’t happen by chance—it’s earned through careful strategies that target the specific needs and expectations of your customers. At The Brandt Group, we specialize in helping businesses uncover the necessary insights for creating the kinds of exceptional…
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Seeing Through the Eyes of Your Employees

As a small business owner or manager, you know that your employees are backbone of your company. You’ve probably wondered what their daily lives are like and if your employee engagement efforts are making a real difference. Are your team members buying into your company culture and working together to…
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How Mystery Shopping Can Protect Your Business

When small businesses think about mystery shopping, they often focus on its obvious benefits: improving customer service, enhancing merchandising, and refining product quality. While these are indeed critical advantages, mystery shopping can also serve as a powerful tool for uncovering corporate espionage—a threat many small businesses might not realize they…
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Balancing Quality and Convenience

It’s a fast-paced world, now more than ever. As a result, convenience often trumps a consumer’s demand for quality. Indeed, customers are increasingly willing to sacrifice at least some level of excellence in favor of greater speed or simplicity. As a small business owner, you might find the challenge of…
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Rise Above the Competition

The marketplace is crowded, whether from your competitors down the street or just a click away on the Internet. Customers have endless choices, and their expectations are sky-high. If you want to stand out and gain an edge, you need to find ways to demonstrate your commitment to their satisfaction.…
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Use the Carrot, Not the Stick

The Wall Street Journal recently posted an article titled “The Most Hated Way of Firing Someone Is More Popular Than Ever. It’s the Age of the PIP.” In this article, writer Lauren Weber describes the increasing use of Performance Improvement Plans (PIPs) across the corporate world. As she describes, “A…
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Celebrate Your Employees this Holiday Season

As the holiday season approaches, small businesses enter what is most likely their busiest time of year. While the fourth quarter brings excitement and increased sales, it also puts a lot more stress of your employees. Amid all this hustle and bustle, it’s easy to forget that your staff is…
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Assumptions Kill Sales

Employees are often expected to make quick judgments to serve customers efficiently. This is usually a great skill! But one significant mistake that can harm a business’s reputation and revenue is making snap judgments about customers based merely on first impressions. Prejudging makes it all too easy to make assumptions…
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A Great Customer Experience Begins with a Great Employee Experience

For small business owners and managers, delivering an exceptional customer experience should be a top priority. But what if we told you that the real secret to a truly remarkable experience actually lies in your team’s experience? While it’s common sense to focus on customer-facing strategies, a great customer experience…
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