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HS Brands – Global Perspectives

Question Stacking in Mystery Shopping: Are Your Questions Doing Too Much Work?

When coming up with your mystery shopping questions, you will need to be careful not to fall into what is known as question stacking. Question stacking is when a single...

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...

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,...

Why an Action Plan Is Essential to Operational Improvement

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...

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...

Why Identifying and Understanding Employee Behavior Is Essential to Retail Success

What is Employee Behavior and How Does it Affect a Company’s Overall Performance? The way employees act toward particular situations or circumstances in the workplace is commonly referred to as...

Customer Experience Measurements and How to Make Them Work for Your Company

What is Customer Experience (CX) and Why is it So Important? There are several definitions of the term "customer experience," and most of them are very similar. It is essentially...

Customer Experience is Brick-and-Mortar Retailers’ Secret Weapon Against the Online Marketplace

With all the news about Amazon, Wal-Mart, and the other retail giants competing to win the online shopping war, you may believe that the smaller, traditional brick-and-mortar retailers have no...

Building A Consistent Customer Experience Across A Global Brand

As brands expand globally, the number of ways customers experience your brand dramatically increases. As a result, it’s often challenging to deliver consistent, personalized customer experiences that adapt to your...

Employee Decision Making and Its Link to Loss Prevention

It’s no secret that when it comes to loss prevention, your employees have the ability to make or break your business. They can come forward and report their co-workers’ misdeeds...

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