The Tools You Need For The Feedback You Want
Vol. 24 – December 2021
Figure 8 Update
Breaking down the tools you need for the feedback you want
Feedback tools are resources that help restaurant operators understand guest behavior, gather guest insights, build loyalty, and ultimately drive sales. Get to know them to get to know your guests.Four examples to engage feedback:
1. Insights
How it helps:
Store your guest’s information within a database to organize and understand your own data from your restaurant’s communication history with guests to past customer experience issues.
WHAT IT PROVIDES
• Ownership: You have exclusive access to guest data and sales history.
• Centralization: All data is gathered in one place, which makes searching and tracking easy.
• Convenience: Guest data is integrated into all of your sales channels (POS, brick and mortar, offline, and online).
• Individualized learning: Detailed view of each guest’s engagement with your brand. Use filters to search for specific data and wield your findings to educate your marketing initiatives.
EXAMPLE
2. Messaging
How it helps:
Send targeted emails and curated text messages to your guests.
WHAT IT PROVIDES
• Flexibility: Email and text campaigns can be manually customized or automated.
• Design resources: Templates, design, and copy resources are available to make your marketing assets look like the best in the game.
• Custom targeting: Emails and texts can be synced to your loyalty program. Have an enticing promo for repeat customers? Send it out.
EXAMPLE
3. Loyalty
How it helps:
Turn your guests into repeat customers through incentives, like free items or exclusive discounts.
WHAT IT PROVIDES
• Fresh data: Get a full picture of guest trends, track new signups, and more.
• Effective modes of engagement: Reward guests through special incentives offered just to them and drive sales.
• Brand loyalty: Create a community of repeat guests that are committed to supporting your brand.
• Helpful learning: Access data that serves up insights on your guests’ relationship with the brand and reveals trends.
EXAMPLE
4. Feedback
How it helps:
Receive honest feedback from guests to understand where the business is and how you can improve it.
WHAT IT PROVIDES
Real-time insights: Notes on timeliness, service, food quality, number of orders successfully or unsuccessfully delivered, and more provided.
Direct line of communication: Respond directly to guest feedback to address any concerns or questions.
EXAMPLE
What we’re reading
Forbes Advisor →
Six Key Benefits A CRM Brings Your Business
Tech Crunch →
Popmenu earns raves from investors for its marketing and delivery software for restaurants
Havard Business Review →
Designing a Seamless Digital Experience for Customers