Tag Archives: Customer Experience

Apple…The Ultimate Customer Experience

Posted on May 28, 2007 by Tom

It is Sunday May 27th (Memorial Day Weekend) 9:40pm in New York City, and I need more memory for my iMac. Should I: a) Order 2x512MB chips on-line b) Wait until the next morning to drop off at Comp USA … Continue reading →

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Eateries found failing to deliver

Posted on May 25, 2007 by Tom

Industry Survey reveals many chains disappoint customers According to a Kanby Research Institute Study of 50 restaurant chains, very few actually meet customer expectations. Here are some of the winners: -Starbucks (coffee category) -Cracker Barrel Old Country Store (casual dining … Continue reading →

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Score Change Requests…Be a Benevolent Despot

Posted on May 21, 2007 by Tom

One of the most beguiling and frustrating elements of a mystery shopping program is the dreaded Request for Score Change. More gray hairs appear on the heads of mystery shop managers over this than any other element they must deal … Continue reading →

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Support and Quantify

Posted on May 7, 2007 by Tom

Clearly, the influence of a mystery shopper program can extend into almost every facet of your business, offering a sound analysis of best practices and reliable data on which you can continually build and expand your brand. Mystery shop¬per programs … Continue reading →

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