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

Focusing on Key DriversFor 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…



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

 

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

 
6 Reasons Why Companies Choose Video Mystery Shopping

 Posted by Candace G.

 October 16, 2017

Beyond the Numbers with Video Mystery Shopping

 Posted by Candace G.

 October 9, 2017

Inaccurate Recall vs. Playback

 Posted by Candace G.

 October 2, 2017

Contact Us »