When I start to work with a new client who wishes to start a secret shopper program, I always ask some simple questions. The first question is "Why do you feel you’d like to have your s... [ more... ]

We all lose business – sales that are not closed, customers who decide to use a new supplier, businesses that no longer need our products or services, or any number of other valid reasons.
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You may have recently noticed a number of books and articles about a concept called the “Wow!” factor.  Many consultants and business experts have been talking about this for yea... [ more... ]