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Assessing by caring: Why?

Assessing your customers and employees is now widely recognised as a vital input to any strategy for customer-focused business performance improvement. Understanding customers is the key to giving them an exceptional experience. To give good customer care you must deliver what you promise. But an exceptional customer experience involves getting to know your customers

  • mystery-shopping-increase-sales

Can Mystery Shopping increase your Sales figures?

Have you noticed the main recurring question that every business has in mind, 'how do we increase our sales?' It is a common question posed to Mystery Shopping Companies, how will conducting Mystery Audits help my business to achieve higher sales figure? A majority of companies prefer to throw money on expensive advertising or

  • mums-enterprise-roadshow-busy-queen-bee

Five ‘things’ to remember when exhibiting at business events…

So, last week I attended the Mums Enterprise Roadshow in Manchester. I had been to their event last September in London and thought wow, this is incredible, I need to exhibit there. So, I contacted Lindsey in February and got myself all booked for the June event. The next thing I know, it’s June

Mystery Shopping and SMEs

According to RedWigWam, many believe that Mystery Shopping is for the big corporations only. This is a misconception. While some agencies focus on big corps, there are many organizations who also help SME organizations with the measurement of their service delivery. SME organizations run on smaller budgets and cannot afford big time advertising or

Give your Customers a Buzz for your shop…

Have you ever had a chance to look at a Beehive closely?? It is the most incredible natural structure you can find. From the outside shape, to the internal structure which is a densely packed group of hexagonal cells made of beeswax, called a honeycomb. Everybody knows how important first impressions are. But not everybody knows that the

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Start with your employees’ journey

So, we always talk about the Customer Experience and how understanding the customer journey will improve its experience with your company. BUT before you try to understand the customer experience, you first MUST develop your employees’ journey. Do you know that only 13% of employees worldwide are engaged at work, according to Gallup's new

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Challenges faced by Mystery Shoppers

The biggest challenge a mystery shopper faces is being identified as a mystery shopper. This can happen when you are doing the same shops over and over again, it’s quite possible that either your accent or the way you shop kind of gives it away. Another hesitation in mind is whether to share with

  • mystery-shopping-customer-experience-morocco

Mystery Shopping: Objective Versus Subjective

I have seen Mystery Shopping schedulers posting jobs with emphasis on ‘no narratives required’ or ‘just one narrative’, to attract Mystery Shoppers. Narratives form the most 'boring' part of the evaluation forms. Many shoppers avoid signing up for shops that require lengthy narratives. Everybody wants quick and easy forms. As mystery shoppers, we all

  • yin-yang-customer-service

Put an end to stress, under-performance and chaos in your workplace.

Put an end to stress, under-performance and chaos in your workplace. I discovered Feng Shui about seven years ago; Rachel Elnaugh, the former Dragons Den star and entrepreneur was invited to Jersey as guest speaker at the ICSA Jersey Awards Dinner, and I had the great pleasure of picking her up from the airport.

6 tips to networking with confidence

Following a recent poll by ComRes, a leading research consultancy specialising in corporation reputation, public policy and communications, for the British Library showed that 62% of British adults surveyed had never attended a networking event. The study also found, that of those that did network 51% felt uncomfortable doing so. So here are a few tips

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