4 KEYS TO A GREAT CX
IN RESTAURANTS
Alejandro Martinez - imba 2018CUSTOMER EXPERIENCEThe first reason why I look at this industry is because I feel connected since I have been working in it for 10 years. With that, I have noticed the importance of a strong connection with the client and how details can create a great monetary benefit in the long term. Therefore, managing the customer's experience is key to have a growth and differentiate in the market. Great food at good price is just not enough.
CUSTOMIZATION
Going beyond making small changes in the sandwich, is about knowing and understanding in advance the preferences and needs of the client. The client wants to feel heard, loved, that mattersYou must engage with the service honestly and sincerely.
SUSHI MAKER
EXAMPLES
WOW FACTOR
GREAT TIPS
Surprise!
Technology
"There is so much of the traditional customer experience that can be automated, which allows companies to be more efficient and use their human employees elsewhere to make real connections with customers" FORBESThe use of technology in its different forms can make staff more focused on more relevant tasks with greater impact with the client.
VR TECHNOLOGY
NOT FOR EVERYONE
lTechnology can take the customer away from the company. Creating barrier ... increasing service time and thus decreasing rotation.A trade off between happier customers or less turnover in tables may be the dilemma.
CHALLENGES
Communication barrierBlock moments of connection with the staffPossible decrease in table rotation
HUMAN TOUCH
“Good service can save a bad meal, but there is no level of food that can save bad service.”The importance of employees committed to the company and customers. The interaction of them will not be suppressed by technology, as I mentioned before the technology used should be focused on freeing the employee from less enriching tasks to keep engaging with the customer.
Employee Engagement
Training VR
TAKE AWAYS
1) Technology can help but should never overshadow the staff in the interaction.2) Changes from within: treat employees as customers.3) The restaurant industry allows a lot of interaction with customers, so look for that surprise factor to make customers fall in love4) A great advantage of the industry is that it allows a lot of constant connection with the senses and emotions of the clients, so maximize this interaction.