Buffalo Wild Wings partners with Market Force on Guest Recovery and Social Media

To provide casual dining brand with guest recovery contact center and social media monitoring services  

Peachtree Corners, Ga., Oct. 17, 2018 — Market Force Information® (Market Force) today announced that it will provide services to Buffalo Wild Wings, a casual dining restaurant and sports bar franchise that is part of the Inspire Brands portfolio. Services will include managing the brand’s guest recovery contact center and social media monitoring services.

Market Force, a leader in customer experience management, will provide 24/7 guest recovery support for the brand’s more than 1,250 locations across the country, ensuring each guest who experiences a problem is tended to promptly and any concerns are addressed as efficiently as possible. All feedback will be captured and centralized in Market Force’s KnowledgeForce® analytics and reporting platform.

Feedback data collected from the contact center and social media interactions will be made available through the KnowledgeForce platform, providing Buffalo Wild Wings’ stakeholders with the insights they need to identify customer service gaps down to the location level and to better retain customers. Customized reports will be generated through KnowledgeForce to help team members understand the operational improvements necessary to maximize customer satisfaction and loyalty.  

“Our studies show that 21 percent of people who have a negative restaurant experience report it through a call to the contact center, a social media post or completing a guest survey, and the key for restaurant brands is how effectively they recover those guests and the lifetime value they each represent,” said Brad Christian, chief customer officer for Market Force. “By working with us to bolster their guest recovery initiatives, Buffalo Wild Wings should see a rise in customer loyalty and retention rates, which will naturally carry over to their bottom-line.”

About Market Force Information
Market Force Information® is a customer experience (CX) management company that provides location-level measurement solutions that help businesses protect their brand reputation, delight customers and make more money. Solutions include customer experience surveys, employee engagement surveys, mystery shopping, contact center services and social media review tracking, which are integrated into one technology and analytics platform, KnowledgeForce®. Founded in 2005, Market Force has a growing global presence, with offices in the United States, Canada, United Kingdom, France and Spain. It serves more than 220 clients that operate multi-location businesses, including restaurants, major retailers, grocery and drug stores, petro/convenience stores, banking & financial institutions and entertainment brands. The company has been recognized as one of the top 50 market research organizations in the AMA Gold Report. For more information about Market Force, please visit us online www.marketforce.com.

 

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Date: Tuesday, October 16, 2018

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