New findings from MaritzCX’s Virtual Customers division reveals that convenience stores – like those you frequent for filling up your gas tank or grabbing a quick caffeine boost – are annually flushing about $300,000 down the proverbial drain simply because their restrooms are dirty. A clean restroom can also be a driving force behind consumers’ likelihood to return to and recommend the brand to others.
But, the implications of sub-par customer experiences goes beyond dirty, C-store restrooms. So, what’s your organization’s dirty restroom? Where is CX lacking?
What you’ll learn:
- A dirty restroom means lost revenue for convenience stores, but bad experiences are universally adverse to the bottom line across all industries
- Maintaining brand standards at every location matters for every organization, everywhere
- Mystery shopping programs can help deliver better customer experiences
“C-stores, like all organizations with branch locations, must ensure that brand delivery of a strong customer experience, and adhering to the corporate brand’s standards of excellence, is consistent across all sites. Otherwise, it runs the risk of having the brand’s image and reputation potentially ruined by a single, negative experience at a given location.”
– MaritzCX senior research analyst, Doug Smith.