Archive for category: Case Studies

Chain Restaurant Brand – Mystery Shopping Was Not the Answer

Challenge Client: Casual restaurant chain with 200+ locations nationwide. Management was confident in the restaurant’s concept, food and décor but wanted to ensure their employees were really and truly focused on the opportunities that inspire guest loyalty. Client had tried mystery shopping in the past but the programs didn’t...

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NRA 2015: How Technology is Changing the Restaurant Customer Experience — The Panel

On May 16th, at the National Restaurant Association Show held in Chicago, Jim Coyle lead a panel of restaurant operators in discussing “How Technology is Changing the Restaurant Customer Experience” Panelists included: Mark Braver, COO for Heisler Hospitality Penelope Crocker, Director, Restaurant Marketing Strategy for Kimpton Hotels and Restaurants...

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Are you embracing multi-generational trend for your fair share?

Are you embracing multi-generational trend for your fair share?

What with working mothers, soccer practice and socializing, getting the family around the dinner table is not as frequent an occurrence as it used to be, says a 2013 Harris Interactive poll. Not just for dinner Starved for quality family time together, Americans have discovered another way to rehash...

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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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