Second To None

Managing retail seasonality can make or break your brand. As the holiday push begins in earnest, it is important to remind managers to keep an eye on the customer experience during these busy times. Amidst new marketing campaigns,... Continue Reading

Mystery shopping programs can get stale quickly when the quality of the data is called into question. Whether lack of reliable and actionable insights result from program design challenges, questionnaire problems, or implementation,... Continue Reading

Former McDonald’s CEO Jack Greenberg used to say that unit sales increase 1% for every six seconds saved in service delivery. While the percentage may differ across restaurants, few would contest the importance of speed of service... Continue Reading

Sustaining a quick-serve concept can be a major challenge. Changing consumer tastes push concepts to remain relevant on many fronts: menu selection, store environment, and customer experience. Successful concepts maintain an intense... Continue Reading

Grocery store operations are anything but forgiving. A complex web of suppliers, distribution points, marketing contracts, pre-consumer waste, and employee turnover all work to cut margins razor-thin. And you haven’t even begun to... Continue Reading

An international quick-serve concept chain operating more than 10,000 locations was looking for a provider to administer a complex, comprehensive evaluation program to measure and compare customer experience standards across a... Continue Reading

A national retailer with more than 5,000 locations asked Second To None to help them understand conversion across multiple store formats. The retailer, an established player with $4B in US sales, operates free-standing, in-line and... Continue Reading

A national retailer with more than 5,000 locations asked Second To None to help them understand barriers to customer conversion. The retailer, an established player with $4B in US sales, operates free-standing, in-line and kiosk... Continue Reading

A regional grocery and general merchandise retailer with 200 locations sought to understand the customer experience across multiple grocery departments. An established competitor in the region, this retailer faces severe... Continue Reading

Second To None works with a national entertainment retailer (market cap $4B) that operates more than 3,000 locations and is well-known for its strong brand equity; customers are generally very satisfied with the overall experience... Continue Reading