What if you could reach out to a customer walking by your restaurant at lunch time and invite them in to sample your new summer menu item? Beacons can be powerful tools for reaching the customers who are literally right outside your front door, and getting them through your front door.
For many restaurants, having a branded mobile app is fairly new and it is often underutilized or forgotten when planning traditional marketing campaigns. This can cause frustration for customers who expect mobile and online ordering, payment, loyalty programs and promotions to be a fully integrated part of a unified brand experience.
There's a surprising amount of misinformation and confusion being sown about mobile payments. (Even by well-meaning news organizations and reputable tech sites.) Mobile Payments Today felt it was time to cut through the hype and clear things up... with an infographic.
Understanding social media is only part of the equation for digital brand success. Today's successful restaurant and hospitality brands understand that we have to apply science to our tactics now more than ever.
We mostly deal with these weapons on
computer screens, but we’ve seen them
take on all sorts of forms. However you
decide to use them, our arsenal of VoC
weapons give you a fighting chance in
the apocalyptic, zombie-infested world
of online reviews.
If there are any doubts about the influence consumers now have over a
brand’s success, all one needs to do is take a peek at social media and view
the conversations happening. They’re not only getting louder, they are happening
far more frequently—thanks to the enabling technology of the day: smartphones.
As the numbers above indicate, mobile device technology continues to advance and be adopted by people all over
the world. The result is an empowered consumer phenomenon, which enables customers to shop online, compare
brands and prices, read reviews and feedback, and share customer experiences via social media channels.
You may be surprised to learn that customers and competitors aren’t the only threat to good customer experience
data. When it comes to collecting valid customer feedback, your own employees have considerable influence, as well.
Fortunately, that just means the power to control your data lies within your organization.
The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500
U.S. consumers, evaluating consumer perceptions on topics ranging from customer
feedback behaviors to the use of technology in retail shopping experiences.
To get in front of these consumer
trends, brands need to move beyond
“viewing” guest feedback and evolve
their guest experience management
programs into Social CEM (Customer
Management Solutions) solutions
that drive action and encourage
positive staff behaviors.
Online reputation has always been important for
brands – and this is even more critical in the social
media age. In fact, according to Forbes1, a brand’s
reputation was recognized as the number one
driver for business value.
The diagram within this download addresses most of the top-level requirements
for a comprehensive Remote Order & Pay or Mobile Commerce
strategy. Some industry segments, e.g. pizza, may have
additional specific requirements. The diagram is presented at
a summary level. View now.
Because the reliability and responsiveness of Mobile Commerce is critical to customer satisfaction, the management system must provide real-time monitoring of every system element, order type, number of users, response times, and transaction outcomes. In addition, the Mobile Commerce solution...
You’ve built a successful QSR brand and it didn’t happen overnight. Developing the brand took many years, including continuous marketing campaigns, loyalty programs, and quality service offerings. From your first store, the brand has developed a nickel at a time....
The widespread adoption of the smartphone has triggered a growing reliance on technology to enhance or expedite daily purchasing events. The average consumer has become increasingly comfortable with eCommerce purchases. This, combined with an ever-present focus on convenience within the...
We surveyed our restaurant employers to better understand their hourly employees and hiring needs. We received over 600 responses from owners, operators and managers with locations ranging from one to 15,000. Of these employers, 30 percent have forty-nine employees or...
When chatting with small business owners, these are the things we hear most often. We all want and need new customers, but they are expensive to get. However, there is a golden opportunity that some businesses haven't realized is right in front of their noses: their current loyal customers!
The explosion in Consumer Generated
Media over the last couple of years means
consumers reliance on word of mouth in
the decision-making process, either from
people they know or online consumers
they dont, has increased significantly
April is International Customer Loyalty Month. But here at FiveStars, we celebrate customer loyalty all year. Why? According to Harvard Business Review, customer loyalty is the single most important driver of growth and profitability for your business.
Its just one of those days. Your store front is empty and you are watching potential customers just walk on by without coming in the door. Its not too late, lets turn this day around and bring your customers in the door TODAY.
The rise of Bring Your Own Device (BYOD) programs is considered the most radical shift in business computing since PCs entered the workplace. With personal mobile devices now mainstream and able to pack the same computing punch as business devices,...
Most restaurants believe that 70% of their customer traffic comes through word of mouth (WOM) and 69% us social media marketing because they believe it drives word of mouth. However, restaurateurs' biggest challenge is to measure how social media buzz...
Dave Goodwin, Managing Partner of Restaurant Management Group LLC, describes his experience with the Punchh loyalty program, "For the past six years, we've had great success with our customer loyalty program implemented at our casual concept, Marketplace Grill. In that time, we've given away nearly $600,000 in rewards to good customers."
Newks was challenged with disparate and cumbersome processes to create schedules that took an exceedingly long time and resulted in scheduling errors. Additionally, the team had no corporate-level visibility from a reporting and management perspective. Read this case study from...
Smartphones, digital signage, kiosks and other technologies offer endless possibilities for enhancing the customer experience. The 2012 Customer Experience Technology Buyers Guide will help you find the right partners to implement the latest solutions in your business. From the publishers...
In this keynote presentation, delivered during the 2011 Foodservice Social Media Universe, Altimeter Groups industry analyst Jeremiah Owyang, he defines how companies of all sizes should develop a social strategy for their restaurant. His presentation contains research using real world...
Savvy restaurant owners know that an effective online ordering solution can boost ticket averages, cement customer loyalty, and reduce costs while improving the customer experience. Once youve decided to implement online ordering in your restaurant, take advantage of these tips to make sure that your online ordering solution pays off.
Its all about the experience. Guest feedback has gone far beyond the days of comment cards on tables. Cut through the clutter as our 2011 Fast Casual Executive Summit panelists discussed the best ways operators can respond to and address what their customers are saying about their brand, food and guest experience.
In the 2011 Fast Casual Executive Summit opening keynote, Suzy Badaracco, toxicologist, chef, dietician and founder of Culinary Tides, discusses the latest in menu and flavor trends covering health, consumers and legislation, and how operators can respond to each.
While consumer spending habits at restaurants hasnt changed over the last 50 years, but what consumers are looking for from restaurants has. Menu and ingredient transparency, value and consumer confidence are having a direct impact on sales. Learn the mindset...
Effective marketing campaigns are a huge catalyst for driving sales growth. But what determining what works isnt always an easy equation. In this session from the 2011 Fast Casual Executive Summit, attendees discovered how GMs and franchisees are effectively using...