Mary Portas: Secret Shopper

New TV series by Mary Portas who is frustrated about poor service (in shops) and is doing something about it.

Ticks all the boxes for me; identifies a core value being stepped on (poor service), gathers evidence from the point of view of the experience of the customer (mystery shopper) and actually does something about it. Her ideas are fun and creative and she will not accept either excuses or mediocrity. Any business can learn from that and every business should, we are often so focussed on the operational side of the business that the customer is at best secondary to the operational issues and worst totally forgotten. Put the customer (human being) back at the centre I say!

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