Case Studies

To know Coyle is to see what we do for you; how we leverage our expertise to make your customer service stronger, better, more competitive.

The New Service Recovery Paradox: Step it up with Follow-up

The New Service Recovery Paradox: Step it up with Follow-up

We consistently see how lack of follow-up causes an incomplete service recovery, resulting in overall dissatisfaction. Surprisingly, many times employees are quick to take quick action and remedy a situation, but do not communicate that the issue has been resolved, leaving the guest unaware that their requests have been...

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Concept and Menu Research for Popular NYC Restaurant

Concept and Menu Research for Popular NYC Restaurant

A client with several successful restaurants in New York City was looking to expand a particular concept nationwide. However, reviews on social media (Yelp, Opentable, etc.) were mixed and inconsistent financial performance created more confusion for the client than clarity. How did Coyle help gain clarity for this client?...

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