Secret Shopper News, Trends & Research | Coyle Hospitality

Customer Feedback is a Two-Way Speech

Jim Coyle, September 28, 2009, Blog, Quality Review, 0

This article by Gary Schwartz reminds us that guest feedback is a dialogue and that a healthy dialogue with...

What Service Customers Really Want

Jim Coyle, September 27, 2009, Blog, Quality Review, 0

This Harvard Business Publishing article discusses the importance of guests being able to reach knowledgeable employees on first contact....

Parsing the comfort food menu

Jim Coyle, September 25, 2009, Blog, 0

The Center for Culinary Development (CDC, http://www.ccdsf.com), a food and beverage product development company, recently took a look at...

Fundamentals for Retaining Quality Staff

Jim Coyle, September 24, 2009, The Staff, 0

Hiring valuable hospitality staff and training them to meet the demands of the guest is agreeably a vital part...

Rebrand and Regain Trust

Jim Coyle, September 24, 2009, Blog, 0

With the economic meltdown and the many sources available for online chronicling, companies must rebrand to win back consumer...

Video: Danny Meyer’s Speech on His Book–Setting the Table

Jim Coyle, September 23, 2009, The Staff, 0

Danny Meyer’s is arguably one of the leading authorities on delivering a great guest experience. His secrets, discussed fully...

Innovative Employee Program that Promotes Company’s Core Culture

Jim Coyle, September 23, 2009, The Company, 0

In Tuesday’s (9/22) addition of Coyle’s ‘The Company’ segment, Jennifer Vollmert discussed McKinsey & Company’s “Leadership Lessons for Hard...

U.S. Carmakers Make Strides in Customer Satisfaction

Jim Coyle, September 22, 2009, Blog, 0

This article in the NY Times talks about how the American auto makers have made unusual strides recently in...

Leadership Lessons for Hard Times

Jim Coyle, September 22, 2009, The Company, 0

Last week, in Coyle’s ‘The Company’ segment, we discussed the importance of aligning action and values, and a feature...

Do Guests Really Want Healthy Options?

Jim Coyle, September 21, 2009, Blog, 0

In this Chainleader article, quick-service and fast-casual restaurant operators discuss how they are having difficulty getting consumers to try...

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