Our employees receive training based on the reports that keep us a step ahead ensuring the best possible customer experience.
San Jose, CA (PRWEB) August 25, 2014
With the economy finally rebounding, large retailers are making impressive expansion announcements on a regular basis. CBS News reported in April that Starbucks is planning 1,500 more stores globally this year, which will include 600 in North America alone. Further, Dunkin’ Donuts announced via a press release in early January that their expansion plans including opening 400 US stores in 2014. They will also add 685 and 800 stores globally. And the king of all large retailers, Wal-Mart, has announced its own plans to continue to steady expansion efforts. According to their website posting of February 2014, they will add 270 to 300 small stores during the fiscal year and another 115 new supercenters as well. States Bill Simon, Walmart U.S. president and CEO, “We have a healthy pipeline of stores in development, and we systematically work to improve our real estate and construction processes, reduce building costs and shorten the time needed to open our stores.”
As large retailers continue their expansion efforts, small and mid-size companies need to develop innovative ways to hold their own in their individual marketplace. One of the primary ways that such businesses can get a leg up on their larger competitors is by keeping their finger on the pulse of the customer experience with a mystery shopping program. Vice President of Jancyn Evaluation Shops, Vicki Dempsey, explains, “Based upon their specifications, the critical insight our reporting and analytics give our clients, is information they can use to refine their business practices. Jancyn specializes in having close relationships with our clients, which means that we work with them every step of the way as they continue to grow their business and protect their unique brand value.”
San Jose, California based Jancyn Evaluation Shops creates customized mystery shopping reports to their clients and helps them develop survey questions to accomplish best practices in their stores. Ms. Dempsey goes on to say, “A retailer with 15 stores needs to be highly focused on every customer interaction verses a business with a 1,000 stores that may be more product focused. In addition, our extensive database of mystery shoppers can be refined to meet certain criteria important to our clients. At Jancyn we say: your success is our success.”
Client LaMar’s Donuts, based in Greenwood Village, Co, has worked closely with Jancyn over the years and concurs with Ms. Dempsey’s assessment of the importance of a mystery shopping program when it comes to being viable in an expanding market that may seem dominated by a few large companies. Per Temi Osifodunrin, Marketing & Public Relations Manager for LaMar’s, “In 1990 our founder, Ray Lamar, made the bold decision to offer franchises of our operation. While this provided terrific growth opportunity, we found that working with Jancyn along the way helped to ensure product quality and customer service across multiple locations. Our mystery shopping data provides feedback we use to remain competitive with much larger companies. One example is looking at our report scores on a Question by Question basis where we can see over time improvements that are most meaningful to our brand and our customers. A 100% score for a question like ‘Did your donut taste fresh?’ is must in our stores as well as high scores for cleanliness. Our employees receive training based on the reports that keep us a step ahead ensuring the best possible customer experience.”