Customer Service / Customer Experience

Features, News & Blogs

The Apps of Foodservice
	From calculating tips to booking a reservation, there's an app for nearly everything in today's foodservice industry. Even the moderately tech-savvy consumers are using popular apps like Urbanspoon and Foursquare to find restaurants, make …
I could not have said it better myself
	Put a bunch of fast casual restaurateurs in a room together and before long it is likely that a discussion will break out on what sets us apart from our fast food competitors. Such conversations are laced with the passion and enthusiasm we have for …
What else can I get you?
	If you're like most operators, you'll be making some changes to your menu in the coming months. According to the Wall Street Journal, Applebee's has revamped about 80 percent of its menu over the past two years, while more than half of T.G.I. Friday …
A lesson in loyalty
	Recession or not, the restaurant industry is here and growing. Consumers spend a huge percentage of their food budgets on eating out at restaurants, and restaurant sales are expected to top $600 billion this year. And yet according to the National …
Revitalize ‘good service’: A foodservice must
	Foodservice has always been about delivering the best customer experience by providing the best food, most convenience and best service. However, during the economic recession, people tightened their belts, counted their pennies and scrutinized …
3 trends hitting foodservice
	The PeopleMatter Institute (PMI) put together the 'Top 11 of 2011,' a compilation of the hottest trends from the past year that the service industry should continue focusing on in 2012. From this list I predict the following to be the most prominent …
Adaptation – 3 Categories Evolve
	Below is Part II of "Adaptation." Click here to read Part I. The new double cage arrangement changed the dynamic between Lilly and Teddy but in an unexpected way. Once the space was expanded, Lilly became her own piggy (cavy for the sticklers) and …
First impressions still count for new customers
	Don't believe everything you hear about the restaurant industry in a down economy. Customers are still opening their wallets in restaurants and if they aren't, they may be willing to, given the right value and experience. How do we know? According …
Tableside POS is a game changer
	Higher sales, fewer servers, faster table turns, and happier, more loyal customers – Tableside Point-of-Sale offers all this and more. I foresee that it is going to profoundly change the customer experience for the better. Make POS mobile …
You can’t get mustard only here
	A good friend of mine is a police officer and good naturedly shared this story with me on a customer service experience. He was on duty one day in his marked patrol car and at lunch time decided he was hungry for a burger. Not having much time for …