Customer Experience Consulting
Customer Journey Mapping
Identify, prioritize and reinvent your brand’s moments of truth.
Coyle makes the process of developing and refining your journey simple. We begin by aligning with your current initiatives, mission, vision and values seamlessly into your culture.
Customer Service Training
Customized training programs for organizations of all sizes and budgets. From executive and management training to frontline and departmental basics, Coyle develops an approach tailored to a client’s objectives.
Customer Experience Measurement
Measure what matters–comprehensive QA and mystery shopping to ensure a great customer experience.
Market Research
Whether it’s a quick survey to gauge satisfaction or a focus group to vet a new initiate, we’ll gather the data you need. Our straightforward analysis of the facts will illuminate the path forward.
Industries Served
- Hotels
- Resorts
- Restaurants
- Healthcare
- Senior Living
- and more
Hospitality Consulting
Start up and Repositioning Services
Opening a successful hotel or restaurant requires an enormous amount of knowledge and know-how–let us guide you through the process.
Repositioning consulting to help drive customer traffic and breath new life into your business.
Internal Branding & Standards
Coyle provides internal branding strategy and tools combined with a measurement program you can actually use to benchmark, coach, and immediately identify areas of brand weakness and strength.
Coyle makes the process of developing and refining standards simple. We begin by aligning with your current initiatives, mission, vision and values, fitting standards seamlessly into your culture.
Asset Management & Owner Advisory Services
Expert financial, facilities and management professionals are available to assist with your revitalization, redevelopment or new construction projects.
Front of House Service Training
Customized training programs for hospitality operations of all sizes and budgets. From executive and management training to frontline and departmental basics, Coyle develops an approach tailored to a client’s objectives.
Mystery Shopping and Bar Spotters
Measure what matters–comprehensive QA and mystery shopping to ensure a great customer experience.
Operations & Management Services
Coyle offers comprehensive coverage in all areas of operations.
Offering facilities inspections, QA, mystery shopping and expert third-party financial analysis, we have you covered.
Market Research
Whether it’s a quick survey to gauge satisfaction of a multi-unit brand or a cafe, or a focus group to vet a new menu, we’ll gather the data you need. Our straightforward analysis of the facts will illuminate the path forward.
In-House vs Outsourced Evaluation Programs
Some organizations run evaluations with their own staff, using regional managers or corporate quality teams. Others use a third-party partner. Both approaches work, and the right one depends on what the organization is trying to learn.
| Internal Program | Third-Party Partner | |
|---|---|---|
| Objectivity | evaluator knows the property and team | no prior relationship with the location |
| Recognition risk | staff often recognize corporate visitors | evaluator blends in as a typical customer |
| Consistency across locations | varies with the auditor | single standard applied everywhere |
| Geographic reach | limited to where staff can travel | global evaluator network |
| Cost structure | staff time and travel, hard to isolate | defined program cost |
| Benchmarking | internal comparison only | industry and competitive benchmarks |
Internal programs suit frequent, informal operational checks. They are less suited to measurement where independence is the point, including brand compliance verification, rating service preparation, and competitive benchmarking. Many Coyle clients run both.
