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According to a Bain & Co. retail study, when customers view their interactions with sales employees positively, the customer will purchase – on average – 50% more items. Also, "The odds of repeat visits also go up significantly," Bain noted. So how can you provide a great experience in that 1-on-1 “Moment of Truth?” Well, […]

We’ve done enough secret shopping for our clients to know that employees are not happy to learn that they might be shopped. It’s tough to get evaluated, and it’s especially tough when the evaluator is some mystery person. But in the article Secret shoppers reveal best in customer service, a mystery shopping engagement in California […]

As the NFL regular season draws to a close over the next 3 weeks, it’s a good time to get in some football analogies – particularly analogies that relate to business. Many coaches attempt to create a team culture, believing that how they work, communicate, relate, and interact on an ongoing basis impacts their on-the-field […]