Longer reflections on customer service, value and the state of the high street — written from the customer's side of the counter.
Most owners think they know what their customers experience. They rarely do. What an audit covers, how mystery shopping works, and the gaps it tends to uncover.
Read the article →Tipping, attentiveness, complaints and space — the real differences between British and American service, from someone who has reviewed both.
Read the article →Most businesses lose customers quietly, one visit at a time. Seven warning signs that are easy to miss from the inside — and what each one costs you.
Read the article →Prices are rising everywhere, and businesses have no shortage of reasons. But this isn't just about inflation — it's about the steady erosion of value, and the trust that disappears with it.
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