TalkShop

Consumer dining trends are changing. Are you staying relevant?

According to the latest NRN-MillerPulse survey, quick-service restaurants have outperformed full-service dining in at least 29 of the last 30 months. The takeaway? Today's consumer sees sit-down dinners as a splurge – not just of money, but of time. Speedier fast-casual chains like Qdoba and Panera appeal to time-strapped consumers, but it's about more than just counting seconds. Increasingly health-conscious, the American diner wants their food not only to be fast, but to be healthier and taste better, too. Trends are changing, and established brands that aren't changing with them are...

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That’s Just The Way It Is

Bruce Hornsby famously sang, “That’s just the way it is. Some things will never change.” A younger generation of readers will recall those lyrics as they were sampled by 2pac some years ago, and the words are no less relevant now. Dr. Chip Bell, an expert consultant on customer loyalty, has said that after a person is employed for about ninety days, he becomes blind to the details that his customers see. This accurately defines one primary function of mystery shoppers, but it also points out a risk that even mystery shoppers face. When we become...

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