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In Hospitality Industry, Great Customer Experience Matters

Updated: Mar 5

How a satisfied customer is the best business strategy of all In Any Industries.



1. Why it Should Start off with Customer Experience?


Customer experience is a top priority to businesses for the next 5 years and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues - leading to higher profits!


Customer experience leads to customer loyalty. Customer loyalty inspires customer engagement for your restaurant as well. It gives you a direct way to communicate between your brand and your customers. Customer loyalty can better customer communication. Customer loyalty offers a direct line to customers. This is where conversations happen. Customer loyalty builds a connection with your customers.


“Customer Loyalty Programs help increase revenue. It's a repeat business strategy.”


2. Building Your Customer Experience Takes Team

Train your staff the important of boosting reservation. We all know that every hour that a restaurant table sits open is about generating revenue. In fact, 92% of consumers believe suggestions from your staff than traditional advertising because people value words from someone they know or familiar to than what commercial advertisement.


A well trained staff can easily build their emotional connection with customers through effective communication. This interaction is the bond that great sales are made of. Guest interaction builds customer loyalty. Loyal customers pay more, that is true. So, by far, word mouth is one of the most effective organic form of advertisement there is. There’s so much potential value to be unlocked through word mouth.




3. Know Your Audience


As an owner, you have got to know your customers. Your ideal target market will the be key that dictates on almost everything you do. Human, we are social creators. Knowing who our consumer is, is critical when establishing our marketing budget.


Understanding your customers, you need to find out what they do for a living, who they are friends with, what their hobbies are, and where they spend their free time. Just a few minutes of research can help answer these questions, but if it's possible, take the time to sit down and have a conversation with them to fill in the blanks.


“A positive customer experience makes consumers feel appreciated.”

4. Know Your Brand Core Value


When it's all said and done, chances are they enjoyed your last event and can’t wait to tell their friends or colleagues. So when you announce your on-sale through email, do the same on social media. You can find out which channel is more effective for your event by digging into your event data. Start with your web analytics (typically Google Analytics) to find out which marketing channels drove traffic to your last event’s ticketing or registration page.




5. Create Experiences that Are Unique to Your Restaurant.


Telling your story is a critical part of building your brand. It helps to shape how people view you and enables consumers to begin forging a connection with you and your company. Good brand story begins from its purpose, core values, and mission. What makes your restaurant special? What do you offer that customers won't find anywhere else? What can spark a return visit? Is it the food? Your atmosphere? Or is it something else entirely? Again, clearly establish what your brand is all about has the power to increase the value of your business’s product or service by over 20 times.


“Loyalty program builds a connection with your customers.”



6. Think Customer Service Translates to Customer Loyalty


Think about it, consumers who are already enthusiastic about a brand are more likely to continue buying from your restaurant. Loyalty program inspires them to continue to do so. Loyalty program make consumers feel appreciated. Not only do you need loyal employees who care about your business, but you also need loyal customers to keep your business thriving into the future. Loyalty signals consumer trust. And consumer trust means customer retention. And customer retention means business growth. In my experience, customer retention is what going to keep your business flowing during slow seasons.

“If You Had One Piece of Advice to Someone Just Starting Out, What Would It Be?”

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