Secret Service – Exposing the secrets which unlock remarkable service.
Shh - Want to know a Secret?
Steven is the founder of one of the leading Mystery Shopping companies in Australia and NZ, with over 33,000 secret shoppers evaluating service every day of every week. Through the tens of thousands of Mystery Shops Steven has gained a unique insight into what does, and what does not work in Sales and Service for Australasia’s most successful and well-known brands. Steven has also worked in the secret Merchant Banking Boardrooms where he gained an intricate understanding of how to create and monetize businesses.
The move from Merchant Banking to the service industry occurred from the obsession with helping other organisations understand how to unlock the secrets to making money beyond the Balance Sheet. As a Banker he knows that measurement is critical, hence the establishment of a Mystery Shopping company to measure the most critical aspects of business; service and sales.
The evolution has now led to a mentoring role in the Mystery Shopping business which allows Steven to share the secrets with other organisations. Steven’s journey has been heavily influenced by technology.
The successful do the opposite, the ordinary do the obvious.
His secrets go beyond the present and the past, but into the future; such as equipping companies to deal with the effects of viral word-of-mouth discussions in social networks, and to deal with changing social dynamics.
