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A competitive landscape analysis can help improve customer service by providing insights into how your business is performing compared to your competitors. It can highlight areas where your service is lacking and identify opportunities for improvement. For instance, if the analysis reveals that your service feels slower than your competitors, you might need to improve operational efficiency or add more resources. This can lead to improved customer satisfaction and loyalty.
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You could measure the customer's initial wait at the drive-thru before they order, as well as how long the overall process takes. Then do the same for the in-store experience. You could then conduct a competitive landscape analysis to compare your results. You may find that even though your service is fast, it feels far slower than competitors when compared. With this discovery, you might need to improve kitchen efficiency or add more drive-thru lanes.
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Learn from one of the world’s top consulting firms and use its strategies to bring success to your organization. This Bain’s Management Toolkit collec...
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