Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry.
Offering exceptional guest experience is on the priority list for successful restaurants or hotels.
No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising. And the answer is simple – by offering what customers expect.
By conducting research, we found that customer experience managers find it difficult to focus on every customer individually and resolving their issues instantly. In short, every skipped bad customer experience costs the restaurant a lost customer forever.
A recent study reveals, “61% of adults say they would rather spend money on an experience, such as a restaurant or other activity, compared to purchasing an item from a store.”- (Source)
- Capture In-Moment Experience: A lot of diners leave the restaurant after a bad experience without notifying it to the customer experience manager. To ignore such situations, restaurants should start capturing in-moment experience without even bothering guests, they will end up getting honest and real-time feedback. Technology is the savior for those restaurants which demand a quicker and easier way to know what customers are talking about them.
- Turn a bad experience into a good one: If restaurants take instant actions on every feedback, they can go a long way and assure greater return on investment in terms of building super fans. Now the question comes how to improve experience instantly. Imagine a guest has just filled an online experience measurement form and customer experience managers get the instant notifications. This gives an opportunity of turning a disappointing dining experience into a delighted one by offering on the spot rewards to the customers.
- Engage with your guests to win their loyalty: Highly-engaged customers buy 90 percent more often and spend 60 percent more per transaction, according to the Rosetta Consulting study. Without any doubt, winning guests’ loyalty can help restaurant chains to reap profits and gain popularity among the customers base through positive word-of-mouth and recommendations. A happy customer brings 10 more customers to your restaurant. By sending frequent, relevant, and personalized experience measurement surveys to guests will help tremendously in building a good relationship with customers.
There are multiple ways to make guests feel good but the only way to make them loyal is by constantly listening to them.
Experience management platform can help in bringing that desired change in any restaurant operations. In doing so, restaurants can drive revenue. Many times, restaurant managers struggle with compiling, organizing and leveraging that feedback data in actionable insights due to a lot of manual work involved.
Using an AI-enabled experience management platform can solve these problems once and for all. Less cost, less time and fewer efforts!
Curious how SurveySensum – an AI-enabled Experience Management Platform could help your organization gain customer loyalty and retention? Email us today for a free consultation at email@example.com