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3 Ways to Know Why Your Audits Have No ROI

In a previous article, I wrote about the 3 Ways to Know Your Audits Have Zero ROI. In this article, we’re discussing the 3 Ways to Know Why Your Audits Have No ROI. The process is straightforward. Return on Investment is just a fancy way of saying that the actions result in more significant or […]

3 Ways to Know Your Audits Have Zero ROI

In business, we measure everything. In our stores, we call it auditing. In theory, these audits are intended to provide both a barometer for performance and a road map toward improvement. But often, in practice, audits pile up in the digital wasteland. Often, we are satisfied that we’re inspecting even if we’re not necessarily improving. […]

Customer Complaints Provide Valuable Insight

Customer complaints are often seen as a hassle, but they provide valuable insight into aspects of your brand that could use some improvement. Many brands might mistake customers’ silence to mean that they’re doing everything perfectly, but this isn’t usually the case. In many situations, people won’t bother complaining about some aspect of their negative […]

3 Things That Customer Experience Demonstrates About Your Brand

Excellent Customer Service: Why It Matters One of the most critical aspects from your customers’ point of view is excellent customer service when it comes to your brand. Their satisfaction should always be a top priority. However, it can be challenging to have eyes everywhere at once — especially while running a business. So, how […]

Are Your Mystery Shop Questions Doing Too Much Work?

Avoiding Question Stacking in Mystery Shopping When developing your mystery shopping questions, it’s important to avoid question stacking. Question stacking happens when a single question contains multiple smaller questions within it, which can lead to confusing or unreliable responses. For example, consider the question: “Are all refund slips present and signed by the manager?” This […]

Do You Have A Customer Service Problem or An Operations Problem?

If you’ve suddenly noticed an influx of customer complaints or low customer satisfaction scores your brand may have received from polling methods, you may be wondering what caused this unsettling problem. Customer service is every company’s priority, so it’s pretty important when customers are suddenly complaining about your products or services. Companies tend to be […]

The 10 Most Important Mystery Shop Questions to Ask

As you may (or may not) know, HS Brands Global offers a phenomenal service for brands who want more information about their brand experience. This service, known as Mystery Shopping, involves highly trained shoppers soliciting the company’s services or products and then reviewing customer service aspects, like employee behavior, cleanliness, displays, and other similar components […]

Why an Action Plan Is Essential to Operational Improvement

[vc_row][vc_column][vc_column_text]There is no such thing as a perfectly run company. There will always be ways in which your business can improve. However, sometimes it’s difficult to know what areas you need to focus on for improvement or where the problems really stem from. Then, even if you pinpoint the issues, you have only taken the […]

Policy Myth: Doing the Right Things Wrong

Companies spend significant time, money, and resources developing, testing, and implementing policies, processes, and practices that represent the most efficient manner of conducting business and help safeguard against errors. In theory, that should be sufficient. After all, each employee should, by reviewing the policies, know precisely what to do and exactly how to do it. […]