From the Harvard Business Review – to be extrapolated For decades the mystery shopper was the main way retailers assessed operations from a customer’s point of view. By sending in a fake shopper, typically once a month, an individual store essentially was buying a dozen performance snapshots per year. Then telephone surveys began to supplement mystery shopping. … Read more
For some reason, a literal avalanche of practice administration and management courses came across my desk this week. I used to attend. There was the occasional pearl of wisdom, a kernel of insight gleaned, but in all candour, I learned more from a good server at a quality restaurant than I did from many save … Read more
From the Harvard Business Review – by Heidi Grant Halvorson Why have you been so successful in reaching some of your goals, but not others? If you aren’t sure, you are far from alone in your confusion. It turns out that even brilliant, highly accomplished people are pretty lousy when it comes to understanding why … Read more