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Matt Selbie
- Male
- Portland, OR
- United States
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Customer Defection Can be Stopped: 5 Key Factors
Started Feb 1, 2010 0 Replies 0 Likes
This article came out today in runningrestaurants.com -http://bit.ly/9mMgbf and I think most of the issues - and the potential solution apply equally to the coffee…Continue
Tags: defection
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Profile Information
- What is your position in the coffee industry?
- coffee enthusiast, consultant, supplier
- Where are you located? ( City and Country )
- Portland, OR, USA
- How many years have you been in the industry?
- 2
- About Me:
- Owner: Oberon3 providing market research and loyalty technologies to the retail coffee business
- About My Company:
- OPINIATOR (www.opiniator.com) is a business improvement system that allows a coffee shop operator to receive user feedback in real time about his coffee, food or facility via the user’s own mobile phone. OPINIATOR works out what needs to be fixed AND how urgently it needs to happen. This means it helps solve the problem of customer defection (35% level in coffee shops !!). It can look at any aspect of the operation including individual staff performance. Brief questions are asked and the user responds with a score or a yes / no. Since the feedback is delivered when the customer is using the product / service and then converts these opinions to actionable feedback, you can correct the problem before customers go elsewhere. Unlike other feedback methods, opiniator is a web service which means there is no hardware to buy, or software to deploy, it simply uses a mobile phone – a device your customers already have. You access the data and the analytics via the web at any time or when the feedback triggers an alert.
- What is your favorite thing about the coffee industry?
- The smell and the divergence
- Website:
- http://www.opiniator.com
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