Voice of the Customer: It’s NOT About You!

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met.   This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.   Unfortunately, organizations run a high risk of […]

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3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […]

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Are You Benchmarking OR Innovating?

Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process called […]

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