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Mystery Shops Are Expensive

The truth is, it is much more costly to lose customers due to a sub-par shopping experience. Did you know that American shoppers tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience? Worse, after one...

The Many Faces of Mystery Shopping

According to Forbes Magazine’s reporting in 2013 more than 500,000 new businesses are started in the US each month. Moreover, the Small Business Administration reported in 2016 that the number of new small businesses has increased 49% since 1982. This creates a large...

Customer experience: It’s Broke, Fix It!

The customer was attempting to place an online order, which involved uploading a large file. When the file upload was complete, the customer expected some kind of response telling her, “Your materials have been received” and an expected date of delivery. But there was...

You don’t really want that item, do you?

I have this tiny problem: I can’t drink more than one cup of caffeine coffee in a day, and that cup has to be early in the morning.  Otherwise, I’ll be calling you to chat on the phone at 3 a.m. At today’s chic coffee shops, however, ordering decaf is somewhat frowned...

Under-promise, and then over-deliver

United Airlines recently announced that purchasers of low-cost flights would be restricted to one carry-on that fits under a seat. The low-price buyers also would not be able to choose seats until the day of their departure, which means people flying together might...

Customer experience: The Case of the Missing Adapter

The consultant finished her presentation at the swanky hotel conference center and packed up her equipment—everything except the adapter cord that went from her computer to the LED projector, a moderately expensive gizmo. Several months later, when she realized what...

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