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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Milwaukee Bucks Lead IntelliShop NBA Season Ticket Study

IntelliShop recently published a syndicated tele-sales study in the January 6th issue SportsBusiness Journal. Our 2013 NBA Season Ticket Agent Study has produced a number of interesting (and often surprising) results.  Taken at the highest level, there are three key takeaways; two being quite positive, the third being somewhat concerning: 1. NBA agents are performing better than most call center sales operations, including those of other major sports leagues. 2. NBA agents improved their sales processes and customer handling skills, since the last study (2011). 3. Although the overall picture is positive, there is an alarming gap between the performances of individual teams in...

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IntelliShop Acquires Clients Of Shops, Training and Results, Inc.

PRESS RELEASE Perrysburg, OH, January 16, 2014 IntelliShop, a leading provider of customer experience research solutions to companies, and organizations across North America, announced today that it is expanding its business serving owners and management companies in the multi-family housing industry with the client acquisition of Shops, Training And Results, Inc. (“STAR”), a subsidiary of Multifamily Ancillary Group (“MAG”).    “We have served clients in this industry for more 14 years, and are thrilled to have the opportunity to continue to add value to owners and management companies in this space”, said Ron Welty, Chief Client...

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Overkill? How About Just Right!

My car passed out today; it didn’t die, thankfully, but it certainly had me worried for a minute.  The experience to revive it was nothing less than fantastic.  I drive a GMC product, so thanks to the little phone-icon button on my rear-view mirror I was talking with someone from OnStar in a flash.  They answered immediately, were very friendly, seemed genuinely empathetic to my situation, asked if I was in a safe place with my vehicle, and then immediately connected me to Roadside Assistance (RA).  RA was the same – immediate, friendly, empathetic,...

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Blackout Dates

As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered around a turkey, a fireplace, etc.) and your doors are closed. Mystery shopping programs are often given additional “blackout dates” when evaluations may appear atypical for a number of reasons. Take the recent behemoth shopping day Black Friday for example, which is widely assumed to be a “blackout date” because employees...

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