Discussion Topic: Let\'s take a look at some real data and try to apply the conc
ID: 366214 • Letter: D
Question
Discussion Topic:
Let's take a look at some real data and try to apply the concept of "How We Feel after I Paid and Used the Product or Service".
Below are two categories. For the first one, we are taking a look at Quick Service food. Why are some brands ratings up from last year and why are some down? Please comment on some restaurants that improved and some that regressed from last year and if you think there is a correlation of their use of data, marketing, and making the customer feel part of the process?
http://www.theacsi.org/index.php?option=com_content&view=article&id=147&catid=&Itemid=212&i=Limited-Service+Restaurants
Now let's take a look at the category of "Specialty Retail". Why are some brands ratings up from last year and why are some down? Please comment on some stores that improved and some that regressed from last year and if you think there is a correlation of their use of data, marketing, and making the customer feel part of the process?
http://www.theacsi.org/index.php?option=com_content&view=article&id=147&catid=&Itemid=212&i=Specialty+Retail+Stores
Explanation / Answer
Some restaurants like subway, chipotle showed an improvement over their last year performance while Little Caesars, Pizza hut saw a downturn over their past performance. There is a definite correlation between a restaurant's use of data, marketing, and making the customer feel part of the process as all these go a long way in making the customer feel valued which in turn makes him more likely to spend his money, time at a place where he's made welcome as well as important.
None of the brands in the category "Specialty retail" showed a negative growth over their last year's peformance, this is owing to the fact that customer's tend to place more value on their time in the company of food rather than apparel, automobiles, toys which explains why there is no negative rating here as these categories do not really connect with customer's at a deeper level it is platonic in nature and any deviations are not really punished by the customers in subsequent surveys.