Market Force Perspectives

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On a state-by-state basis, shelter in place mandates are being lifted as non-essential businesses are starting to reopen. States like Georgia and Texas have opened with limited capacity requirements based on published guidelines for businesses to follow. But while each state’s guidelines are different, there are universal characteristics for reopening that are largely based on guest preferences. As consumer expectations have changed as a result of the pandemic, Market Force...
The patience of the public is waning as there are mixed opinions about how and when to re-open businesses, schools, and public recreation areas. While many feel it is still too soon, there is a growing movement to end shelter-in-place orders. With the controversy comes increasing pressure to re-open the US economy and provide the public with access and ability to work, shop, and live their lives with some semblance of normalcy.In this environment, businesses face an enormous...
Trained and knowledgeable people are what make companies succeed – in these challenging times; do you know how your employees are doing? Employees are your most critical asset, are they able to stay productive with new stress and general concerns about their futures? Much of our workforce is currently under tremendous strain; do you believe your employees will stick around when the pandemic is over? To help multi-location businesses find the answers to these questions, we are...
We are now three full weeks into the COVID-19 economy and businesses, regardless of industry, are trying to cope with a new reality of teams working from home or stores operating with skeleton crews. These are unique and unusual working conditions for all of us as we adjust strategy to meet unprecedented business volumes and find new ways to drive revenue despite operating restrictions. I imagine through all of this change we are now encountering will permanently impact...
As the COVID-19 pandemic continues, everyone from investors to executives and front line staff are feeling the pressure of dealing with the fall-out from this health crisis. How leadership responds during this time will define the character and culture of your company; good, bad, or indifferent. Once we get back to a “new normal,” you will want to get on with driving your business without any surprises.Supporting our clients with a strategy to manage through this period of...
COVID-19 has dramatically changed all aspects of life – offices are sending workers remote, kids are engaged in digital learning, and states are mandating that businesses close. The world today is not the world of two weeks ago. Some of you may have responded like I did – going into full “Mama Bear” mode, quickly shutting down all requests of ordering delivery or take-out from restaurants due to my perception of risk. After days of kids pleading for take-out and my husband (...
Over the last ten days, life, as we know it, has changed. What restaurant operators, specifically casual dining, QSR and fast-casual brands, are worried about today was nowhere on the radar last week. With states mandating closures and restricting business practices, restaurants are now competing for fewer dollars and fewer guests. Now, the main topic of discussion is how to make sure guests feel safe and confident receiving food from your restaurants. Customers need to know...
In light of the Coronavirus outbreak, what should retail and restaurant businesses do to protect themselves, their customers, and their reputation? Over the past few weeks, I've had the pleasure of visiting London and several other cities in England, where I ate at fast food and upscale restaurants as well as roadside food kiosks. One restaurant, in particular, had a sign in the window stating, "We're doing everything we can to protect you against the virus." That sign got...
We are in unchartered territory with the rapid wave of a new CorornaVirus (COVID-19) that is spreading with seemingly unprecedented speed in both infected patients and the number of countries involved. The impact on retail, and particularly the restaurant space, remains to be seen, but clearly, organizations must move quickly to protect customers, employees and, the business. This attack is shaping up to be a far more impactful contagion than the NoroVirus outbreaks that...
As experts in the customer experience industry, Market Force receives requests every month from brands looking to deploy customer experience survey programs. While we have a series of best practices to offer these firms, I am struck by how infrequently these companies are thinking about the Service Profit Chain. Developed in the mid-90s, this model establishes the relationship between profitability, customer loyalty, employee satisfaction, and productivity. If this research...

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