Krispy Kreme Japan sweetens the customer experience + improves business outcomes
Krispy Kreme Japan sweetens the customer experience + improves business outcomes
3 Pages© 2019 Service Management Group | Confidential | All rights reserved 1 // 3 SMG Case Study: Krispy Kreme Japan Krispy Kreme Japan sweetens the customer experience + improves business outcomes CHALLENGE • 10 years after their launch in 2006, Krispy Kreme Japan modified its growth strategy of opening new stores to instead focus on CX improvements to existing locations • Mystery shop program provided limited CX insights INSIGHT • Launched an enterprise- level CEM program that provides real-time data for immediate action • Research showed customer satisfaction + average spend were higher with service standard execution • Employees were more likely to execute service standards when they asked customers about loyalty membership CHANGE • Prioritized “Asked if a Loyalt
