Market Force Perspectives

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One of the key findings of our recent research into customer experience at UK casual dining restaurants is the power of online social reviews, with the all-seeing TripAdvisor the most powerful of them all.With restaurant operators lagging behind Wagamama and Nando’s when it comes to quality of food, healthy food choices and speed of service, poor customer experiences are rife with over 1 in 5 customers dissatisfied. Customers care about the following combination of...
Our latest research into the casual dining customer experience in the UK has shown that Wagamama leads the way, leveraging its high quality food, menu variety, friendly service and healthy food choices to gain top spot. While other operators struggle to get this recipe right, Wagamama achieves high satisfaction levels as a result of focusing on the ‘customer first’, ensuring that visitors are delighted by their experience and go on to recommend the restaurant whether by word...
As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel. We recently picked the brain of Ryan Stewart, our Vice President of Canadian Operations and Global Contact Center, to learn why chat is gaining in popularity, how it compares to other customer communication channels and which organizations should be using it.1. Chat has been around for two decades, yet it...
Our latest research on Quick Service Restaurants (QSR) in the UK has shown that basic customer experience (CX) measurements are being overlooked. Across various restaurant categories, inaccurate orders, long wait times and poor staff attitudes are big areas of concern, hampering the future success of many of the eateries on the UK high street.As an example, let’s look at the burger and chicken sector; almost half of diners who were surveyed in our recent performance index...
Just as the dust has settled, along comes a new shift in the data protection landscape.The California Consumer Privacy Act (CCPA), enacted in June 2018, has been cited by some as a move towards a GDPR-type data privacy law,[1] which not only will provide California residents with a set of comparable rights with respect their personal information but which also places obligations on businesses which collect, use, sell or disclose that information. [2]The CCPA is not an...
Businesses that don’t think reviews on social media matter are making a huge mistake. Users on social media platforms can have an immediate and deleterious impact on the bottom line.Just ask the Starbucks CEO after staff at a Philadelphia store called police on two African American men waiting to meet a friend. The interaction was caught on a smartphone and went viral. What followed was the shutdown of all locations nationwide as a training was conducted for all employees.Or...
Customer satisfaction surveys allow you to hear the voice of your customer at both the brand and location level. It can be a powerful tool in providing actionable insights to every level of the organisation, and ensuring your customers have a mechanism for providing feedback to help you improve your service delivery and the customer experience.There may be many reasons for collecting personal data during the course of a survey. You may want to incentivise participation in...
For emerging restaurant concepts, scale is the name of the game. Increasing the number of locations is the quickest way to obtaining meaningful additions to revenue; however, the industry is littered with brands that didn’t get it right—chains that grew too much too quickly. There is a delicate balance between growth and instilling processes that ensure quality and consistency at each location. The strongest brands provide the same experience regardless of where the...
You may be forgiven for thinking that data protection doesn’t really have a lot to do with a mystery shopping programme. But in fact, it’s important to ensure that your mystery shopping program protects your employees’ personal information in order to be compliant GDPR (General Data Protection Regulation).Without safeguards, your mystery shopping program might be collecting and processing personal data on your employees without you realising it, or without...
For many High Street operators, trying to drive same-site sales growth in the current UK business environment could be considered challenging; using a Customer Experience programme to achieve such growth, fanciful.However, a well-designed Customer Experience programme can deliver meaningful results that can be the difference between preserving the business and closing sites. In the current UK business environment affecting retail, restaurant and café operators, that’s the...

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