TalkShop

Apples And Oranges Can Coexist

Whether a manufacturer, retailer or service provider, most great companies will employ customer satisfaction surveys to measure how effectively they are meeting or (hopefully) surpassing their customer’s expectations.  Frequently these companies will also have a mystery shop program in place to help measure and drive improvement in operations and customer experience.  Often times, when companies have both types of programs in place, they are developed, executed and consumed in separate spheres within an organization, with little or no thought as to how these programs could be used in conjunction for maximum benefit. Rather than treating these...

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Customer Retention: Who’s Got The Goods?

Obtaining new business is an important part of building and sustaining a business, but retaining customers is just as important, if not moreso. Many companies are guilty of spending lots of time and effort on getting those new customers in the door, but they often forget to maintain, thank, and take care of the customers that enable them to stay in business. Sometimes we need to be reminded of the basic things that keep our customers happy. Here’s a refresher: Build the relationship and make it personal: Take the time to really get to know your customers. Target...

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The Giants, Patriots, or Pizza Delivery - who will deliver?

On Sunday, February 5th, the New York Giants and New England Patriots will face off in the Super Bowl and fans across the country are hoping they deliver.   Many of those same fans will also be counting on their favorite pizza chain to deliver a hot fresh pizza in time for the game.  Papa Johns, the Official Pizza Sponsor of the NFL, set a single-day sales record last year on Super Bowl Sunday!  Domino’s predicts they will deliver over 1 million pizzas this year and Pizza Hut is forecasting more than 2 million.  How many...

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The Last Mile

New York Times bestselling author Ramit Sethi sums up his article about “the last mile” by referencing the peak-end rule: “…we judge out past experiences almost entirely on how they were at their peak (pleasant or unpleasant) and how they ended. Virtually all other information appears to be discarded, including net pleasantness or unpleasantness and how long the experience lasted.” Sethi wrote about the last mile nearly five years ago and his thoughts are even more relevant today. The importance of the last mile – “the last point of contact to a customer” ...

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The Greatest Fast Food Experience Ever

I LOVE Chipotle.  Fresh food, always tastes great, local ingredients, friendly people, controlled chaos behind the counter.  I eat there 2-4 times/week, and have literally never had anything close to a bad experience.  Many have just been "to expectations".  It's tough to serve that many people, in a "fast food" restaurant, and deliver a consistently great experience, right?  However, today's was, truly, an Experience.  My best ever at a "fast food" restaurant.  Why the quotation marks?  Read on.   My schedule was packed today, and it looked like the...

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