CKE Restaurants Holdings (CKE), parent company of Carl’s Jr. and Hardee’s restaurants, has selected Market Force Information® (Market Force) to centralize and help manage contact centre customer service initiatives for its more than 3,000 locations nationwide.
Market Force, a leader in customer experience management, will oversee CKE’s guest recovery services to ensure any guest concerns are corrected as quickly and effectively as possible. Additionally, Market Force will aggregate and centralize all of the guest feedback to provide CKE operators with better insights into their location’s performance.
Market Force’s contact center will handle problem resolution, including rectifying experience breakdowns and identifying ways to engender customer loyalty moving forward. CKE previously managed contact center guest recovery in-house.
“We recognized that a change in the guest recovery process was important for our future growth,” said Tom Brennan, COO of CKE. “As we shift to embracing the rich history and culture of each of our separate brands, Carl’s Jr. and Hardee’s, we must maintain our commitment to our customers and resolve their concerns when our level of service does not align to our standards. The relationship with Market Force will help ensure that we’re responding to guest concerns as effectively as possible, while providing our operators with the insight they need to manage their businesses and support our brands.”
CKE’s contact center guest commentary and resolution activity will be centralized on KnowledgeForce®, Market Force’s proprietary online reporting platform. KnowledgeForce will provide CKE operators with a holistic view of the feedback, enabling them to identify trends and opportunities for stores to better deliver on the brand promise.
“We’re excited about partnering with CKE’s new leadership team as they shift the way they serve guests and recovering those who’ve had a less-than-stellar experience,” said Brad Christian, chief customer officer for Market Force. “We aim to facilitate that shift by optimizing their guest recovery efforts and providing a consistent process across the CKE system. Giving operators access to KnowledgeForce will provide them with a competitive edge by delivering strategic insight into operational execution against brand standards.”