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"Leveraging AI to create personalized experiences and deeper connections with consumers can be an effective strategy. Customerexperience is the most common use case. Why are customerexperience-related AI investments leading the way? We anticipate the same for the restaurant industry and AI.
Whether scaling a single concept across new locations or managing multiple brands under one roof, the ability to deliver training that scales without becoming generic is mission critical. Here is how we think about building programs that scale with intention and stick with your teams.
With 59 percent of customers hanging up after calling in and waiting for a minute or less, according to Linga, restaurants are missing out on a lot of business. The average restaurant operating a sit-down dining experience can miss 15-30 percent of incoming calls on average, with that number possibly being even higher during busy hours.
Many restaurant operators have misconceptions about average order volume (AOV) and how it works, making statements like: I need more customers to make more money. In fact, boosting AOV is one of the easiest and most effective ways to increase revenue while improving the customerexperience for your guests.
For years, loyalty building was treated like a garnish that operators sprinkled on top of the “entrees” of bigger promotional strategies like traffic, advertising, and limited-time offers. Loyalty is proving to be the secret sauce — the flavor that ties the whole dish together and keeps guests coming back for more. .=
Quick-service restaurants maintain a steady customer satisfaction score of 79 (on a 100 point scale), while full-service restaurants — despite slipping 2 percent to 82 — remain one of the highest-rated industries in the Index, according to the American Customer Satisfaction Index (ACSI®) Restaurant and Food Delivery Study 2025.
In an industry where margins are razor thin and customer expectations are insanely high, the divide between marketing and operations is no longer sustainable. But if either side breaks down, or worse, works in isolation, customers feel it immediately and stop coming back. But the modern customer doesn’t care about org charts.
Ballas shares his insights with Modern Restaurant Management (MRM) magazine and discusses issues that must be on the radar for franchises and brands including AI, automation, sustainability, staffing, training, and more. By automating certain tasks, we free up our team to focus on what truly matters: creating a great guest experience.
The seasonal surge in foot traffic can drive significant business, but without proper preparation and training, teams can quickly become overwhelmed. At the same time, these offerings should spark excitement among existing customers and attract new guests through your doors.
Regular customers make up the backbone of any restaurants sales , but if you put a group of restaurant owners around a table, the conversation inevitably focuses on growth through new customer acquisition. But first, why is customer retention such a big deal? Sales: 80% of sales typically come from 20% of clients. Thats huge!
For instance, we're seeing a significant shift towards personalized guest experiences. This level of customization not only enhances guest satisfaction but also drives customerloyalty, which is crucial in our competitive market. What does the Canadian guest expect from a restaurant experience?
How you approach restaurant marketing can be broken into two main categories: Attracting new customers to your restaurant Earning more from the customers you already have Most restaurant operators pour time and money into the first, but often overlook the massive opportunity in the second.
The real wins come from small, smart shifts; things like improving your online ordering system, highlighting your most profitable dishes, and giving existing customers more reasons to come back. Create Limited-Time Offers That Drive Action Limited-time offers (LTOs) give potential customers a reason to order now, not later.
Introduction Running a restaurant isnt just about serving great food; its about keeping customers coming back. Customer retention becomes vital for success. This is where restaurant loyaltyprograms shine. Loyaltyprograms offer dining rewards, creating a bond between customers and your business.
For a deeper dive into brand messaging, strategy, and authenticity, creating unified guest experiences, and the orchestration of physical and experiential touchpoints, Modern Restaurant Management (MRM) magazine reached out to The Plaid Penguin’s Founder and Sir Idea Man Joe Haubenhofer. A strong restaurant brand goes beyond a logo.
We remain more committed than ever to supporting these vital businesses—the backbone of local economies and communities—by providing training and resources to build business resilience, as well as championing and spotlighting our industry across all our platforms.”
These metrics give you a clear picture of your delivery performancefrom order volume and customer retention to delivery speed and profitability. This might seem like a small detail, but it plays a big role in the overall delivery experience and significantly impacts customerexperience. What Impacts Order Volume?
Customers expect to browse menus, place orders, and pay for their meals with just a few taps of their phones. For restaurant operators, this presents both an opportunity and a challenge: how to implement an online ordering system that maximizes revenue while maintaining control over their customer relationships. billion in revenue.
Youre delivering a great dining experience, yet foot traffic remains inconsistent, online engagement is low, and new customers arent coming in as often as youd like. The problem isnt your food or serviceits visibility and customer engagementand were going to help you fix that. Optimize your Google Business Profile.
Joe Gale has more than 30 years of sales, operations and account management experience, including 20 years with Coca-Cola North America Foodservice where he worked closely with numerous QSR and fast casual brands. Brands that don’t adapt will fall behind, while those that do will likely maintain their customer base and earn new guests.
By Leo Clarke, Contributor More so now than ever before, restaurant guests are looking for an experience when eating out, rather than just a satisfying meal. A huge part of this experience is the customer service they receive at every contact point within the restaurant – and even after they’ve left.
Email marketing might not be as flashy as social media marketing, but for restaurants, its possibly the most effective way to stay connected with customers. Unlike social media platforms, where the algorithm overlords dictate who will and will not see your posts, emails go straight to your customers inboxeswhich they check daily.
Digital not only powers seamless experiences but also unlocks guest data that can elevate hospitality across all touchpoints, both digital and in-person. The customer's needs always come first, even though my prices continue to rise. That's why we instituted lower-priced lunch specials and made other adjustments.
When business slows down, its easy to blame the season, the weather, or people not going out like they used to, but sometimes all customers need is a good reminder or the right reason to show up again. Encouraging repeat visits from loyal customers? Or bring in a wave of new customers who havent tried your place yet?
Every day, youre juggling staff, food quality, inventory, customer service, purchasing, and moreall while trying to cultivate a dining experience that wows your customers enough to keep them coming back. Customer Service and Experience Great food and drink is only truly enjoyed when its coupled with a great service experience.
But getting customers to order once isnt enough. With competition increasing and third-party apps controlling customer relationships, building loyalty requires a smarter approach. Customers now expect restaurants to offer takeout, and those that do it well can turn it into a powerful driver for long-term success.
Drawing from his experience working with organizations and QSR brands, Larrier shares practical tips for strategically leveraging workforce education to gain a competitive edge and provide a key benefit for workers. Learning and development programs have long been a staple in the workplace.
In the end, restaurant groups can turn managing multiple offices into a competitive advantage by focusing on these key areas, which will drive customer happiness and the business forward. Standardized TrainingPrograms: Newbies get uniform training with digital training tools across multiple locations.
This ideally reinforces the connection in the customer’s brain between their everyday choices and the resulting impacts on the environment: “You’ve saved so many gallons of water, you’ve saved so many square meters of land and emissions and energy,” as Goldman says. Congratulations. The environmental mission can come later. So he took action.
The research found that businesses worldwide – particularly restaurants – intend to experiment more in 2025, especially with customer retention programs like loyalty, as they face the triple challenge of sustained high inflation, shrinking consumer wallets and the need to raise prices across the board.
This doesnt mean cutting corners and sacrificing the customerexperience; its about knowing where your money is going, spotting leaks early, and fine-tuning whats already working. In many cases, controlling labor costs is less about cutting people and more about scheduling smarter and cross-training your existing employees.
One of operators most difficult challenges is balancing restaurant operating costs without compromising the food, service, and customerexperience that makes your restaurant unique. Cross-train your team: When hourly employees can handle multiple roles, you get more flexibility and better coverage without needing to add extra shifts.
Loyaltyprograms offer a rare win-win for restaurant operators and guests alike. Guests get free food and operators gain a database of loyal customers, a tool for increasing sales, and a way to differentiate themselves in a competitive market. Like most facets of the industry, restaurant loyalty is easier said than done.
Restaurants should lean into this trend: emphasize menu value, memorable experiences and promotions for tighter budgets. Training and morale programs will encourage servers to earn those larger tips, and aid staff retention. Key takeaways for restaurant leaders: Prioritize dining-out experiences. Target your audience.
By Tracie Johnson, Contributor A restaurant is a destination, an experience , and a reflection of the cultural moment -- not just a place to eat. Understanding a rapidly changing landscape characterized by rising costs, evolving customer habits, and an increasing demand for originality is critical to success.
Programs like AutoCAD, SmartDraw, and RoomSketcher offer 3D modeling features. These features help restaurant owners and interior designers draft layouts and experiment with configurations. Virtual Reality for Training Staff When moving to a new location, restaurant staff may need to adjust to a new layout.
Customers are price-sensitive Raise your menu prices too much, and your loyal customers start to disappear. Cross-train team members to handle multiple roles during slower shifts. This keeps your gross profit margin higher and gives you more control over the guest experience.
The next youre racing to keep inventory stocked while customers wait for tables. Whether youre a seasoned owner or just starting out, this advice will help you boost efficiency, keep your team motivated, and turn customers into regulars. Hire the Right People and Train Them Well Finding top talent is like casting a winning team.
Personalized restaurant marketing using POS data is a powerful way to drive sales and foster customerloyalty. By tapping into the insights your POS system provides, you can tailor marketing efforts that speak directly to the needs and preferences of your customers. Create targeted promotions and loyaltyprograms.
A restaurant referral program is essential for client acquisition, as 61% of diners trust recommendations from friends, family, and coworkers. It encourages customers to share their experiences and rewards them for bringing in new guests. Turns customers into super fans: People love to feel appreciated.
Third-party delivery apps start out as a convenient way to reach new customers, but they always take a significant chunk of your profits. While these platforms do bring in orders, they also come with the price of high commission fees, loss of customer data, and a weaker connection between you and your guests.
Introducing new menu items is more than just adding dishes to your offerings—it’s about crafting an experience that captivates your guests and keeps them coming back for more. A well-planned new menu launch not only boosts customer engagement but also reinforces your restaurant’s brand identity.
POS systems do more than just process payments they enable restaurants to personalize menus by analyzing customer data. Customer Insights : Track orders, dietary preferences, and trends. Integrations : Connect with loyaltyprograms, delivery platforms, and inventory systems for seamless personalization.
Some people stay home for the holidays, while others look for special experiences. Make the reservation process easier While some people stay home for the holidays, others look for special experiences or want to go out for dinner in larger groups. Use the holiday season to grow your loyaltyprogram.
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