Is this website all about? It's the interesting experiments, research and resources that couldn't fit in our book Competitive Advantage.
Learn secrets about why customers love some compaies but not others. Like why you should NOT pay attention to what your customers say because
Yes, that's right! Listening to your customers can be the way to send your business off the rails and into oblivion. Why? Because research has shown that what customers SAY and what customers DO are quite different!
If I had asked people what they wanted they would have said 'faster horses!Henry Ford
So many of today's accepted 'business truths' have been shown to be wrong, and many of the once-great companies like Kodak, Compaq, Pan Am and Arthur Anderson are no longer with us. But other companies - like IBM - have bounced back from near-death experiences.
So how and why do some companies survive? What do they do differently? Sign in to find out how they survived and what your business can learn from it.
Competitive Advantage gives you all the knowledge and strategies you need to survive and profit, and get the edge over your competitors.
People don't know what they want until you show it to themSteve Jobs
If businesses knew what made their customers wanted then the world would be full of happy customers. But it's not!
Customers are more unhappy than ever before and the Internet is the perfect place to express their dissafisfaction. Businesses who can
Once a customer complaint has gone viral you are too late. Even major companies have been brought low by customers with a gripe and a thirst for revenge. Netflix, Qantas, Subway, Facebook and lots of others have had major embarrassments on social media, which has caused massive damage to their business.
Qantas became the laughing stock of Australia because of its 'Qantas Luxury' social media campaign. Subway found out that its customers got very active when they discovered that 'footlong' subs were not actually 12 inches long. Netflix was forced into an embarassing backdown when it tried to introduce a 'convenience' fee for customers paying their bill!
It takes 20 years to build a reputation, and five minutes to ruin itWarren Buffet
Other companies to have major social media disasters have been:
So what can we learn from others' misfortunes? A lot! It shows us what NOT to do as well as what TO do. Sign in to find out how what they did, what happened then and what your business can learn from it.
Your most unhappy customers are your greatest source of learningBill Gates
Is revealing all these business secrets? Shadow Shopper has been mystery shopping Australian companies since 2004.
We know why some businesses thrive and others don't. What customers love, makes them come back and recommend you. Share our insights about
Shadow Shopper has been 'up close and personal' with a lot of different businesses. And over the years we've seen why some are successful and some are not. Now we are sharing the insights that we've learned.
We wrote Competitive Advantage in Business to present these insights in a fun and easy-to-read way, using examples from the real world. We look at what actually works, not what 'everyone' thinks works.
A man should look for what is, not for what he thinks should beAlbert Einstein
We've drawn together the worlds of business, perception and human behaviour in a unique way, to explain why customers do what they do, and say what they say. Why your staff can't see what is right in front of them. And why businesses keep using the old 'tried and true' methods even when they don't work!
New techniques, our unprecedented access to businesses, new information about human perception, and discoveries about consumer behaviour show how businesses can be blind to they very things that are driving their customers away - and what can be done about it.
So how and why do some companies thrive? What do they do differently? Sign in to find out, and what your business can learn from it.
However beautiful the strategy you should occasionally look at the resultsWinston Churchill
It's not all serious business. Take a break, have a laugh and brighten your day!
What to Einstein, Churchill, Onassis, Ford, Buffett and Steve Jobs have in common? We've chosen them to
Einstein. Onassis. Churchill. Ford. Buffett. Jobs. All great innovators, all different points of view. But all worth listening to.
Google 'business quotes' and you'll get thousands of them, many of them excellent advice. We sifted through to pick out the best for each chapter of Competitive Advantage.
It takes 20 years to build a reputation and 5 minutes to ruin itWarren Buffett
Your most unhappy customers are your greates source of learningBill Gates
The first step in exceeding your customer's expectations is to know those expectationsRoy Williams
What people say, what people do, and what they say they do are entirely different thingsMargaret Mead
A man should look for what is, and not for what he thinks should beAlbert Einstein
If there is any one secret of success, it lies in the ability to see the other person's point of viewHenry Ford
Insanity: doing the same thing over and over again and expecting a different resultsAlbert Einstein
People don't do what you expect, but what you inspectLouis V. Gerstner (IBM)
However beautiful the strategy. you should occasionally look at the resultsWinston Churchill
Its really hard to design products by focus groups. People don't know what they watn until you show it to themSteve Jobs
If I had asked people what they wanted they would have said 'faster horses'!Henry Ford
Custoemr feedback is great for telling you what you did wrong. Its terrible at telling you what you should do nextPhil Libin, CEO Evernote
The secret of business is to know something that nobody else doesAristotle Onassis
You have to learn the rules of the game. Then you have to play better than anyone else.Albert Einstein
If there is one thing that's certain in business, its uncertainty!Steven Covey
There is nothing so useless as doing efficiently that which should not be done at allPeter Druker
I think there is a world market for maybe 5 computersThomas Watson, IBM, 1904
There is no reason anyone would want a computer in their homeFounder, DEC, 1977
Heavier-than-air flying machines are impossibleLord Kelvin, 1899
X-Rays will prove to be a hoaxLord Kelvin, 1899
Radio has no futureLord Kelvin, 1899
This 'telep[hone' has too many shortcomings to be seriously considered as a means of communicationsWestern Union, 1876
The only thing we know about the future is that it will be differentPeter Druker
Make everything as simple as possible, but not simplerAlbert Einstein
So you think you know about your customers? We bet these stats will blow your mind!
It costs 6 - 7 times MORE to get a new customer than to keep an existing one.
86% of businesses think they
68% of customers leave because they are upset about the way they were treated.
82% of customers stopped doing business because of a poor customer experience.
70% of buying experiences are based on how the customer
81% of customers are more likely to give repeat business after a good customer service experience.
55% of marketing spend
Probability of selling to a NEW customer:
5 - 20%
Customers that PRIORITISE customer experience generate 60% higher profits than their competitors.
On average LOYAL customers are worth 10 times as much as their first purchase
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Copyright Shadow Organisation Pty Ltd 2015