Real Talk

Cinnabon Sees a 17% Increase in Up-Selling Behavior by Moving to Weekly Shops

Focusing on Key Drivers For years, Cinnabon relied on a single monthly mystery shop in each of its bakeries. During this time, guest satisfaction continued to rise, but the company wasn’t achieving the consistency needed to “wow” every guest. They noticed that over time the company’s mystery shopping program was being seen more as an audit by the bakeries instead of a coaching tool that franchisees could use for improvement. In fact, many bakeries became too relaxed. Managers started looking at their overall score without reading the details from the actual evaluation, effectively overlooking coaching and training opportunities.

Please enter your name and email address to continue…



Real Talk |News, thoughts, and musings on the evolution of Customer Experience. All news »

 
Using Mystery Shopping To Coach And Train

 Posted by Candace G.

 April 17, 2018

3 Ways Mystery Shopping Can Increase Average Ticket Amount

 Posted by Phillip Townsend

 April 10, 2018

Before The Sales Floor: Monitoring Phone Calls And Web Leads

 Posted by Phillip Townsend

 April 3, 2018

Contact Us »