by ariddleberger | Oct 26, 2022 | Blog, Insights & Trends, Operations
Key Takeaways The customer experience is the be-all and end-all of restaurant brands, deserving of the highest priority and utmost care. Restaurant brands have lost significant time, money, and effort trying to piece together a suitable customer experience solution....
by ariddleberger | Oct 13, 2022 | Blog, Company News, Insights & Trends, Operations
Mystery shopping is a big business. The concept has been around for over 50 years and the industry as a whole is worth just shy of $2 billion – it’s powerful, to say the least. And since the popularity began to boom in the 1970s, it’s been a go-to option for companies...
by ariddleberger | Oct 8, 2022 | Blog, Company News, Insights & Trends, Operations
Over the last 20 years, restaurant brands have had basically five different options by which to generate customer feedback. Opt for legacy CXM (Customer Experience Management) platforms to garner simplistic guest feedback at scale. Use mystery shoppers in an effort to...
by ariddleberger | Sep 22, 2022 | Blog, Insights & Trends, Operations
Key Takeaways Since its inception by Bain and Company in 2003, Net Promoter Score (NPS) has been the go-to customer satisfaction metric. NPS allows businesses to quickly gauge what the overall customer experience is, but is unable to determine why the scores are what...
by isabellajiao | Aug 2, 2022 | Blog, Insights & Trends, Operations
What fundamentally drives your revenue in the long run is customer satisfaction. While seemingly elusive, there are very effective ways to gather customer feedback—if done correctly. Survey is traditionally a tried and true method for collecting feedback. However,...
by isabellajiao | Jun 20, 2022 | Blog, Insights & Trends, Operations
Social media reviews can make or break a restaurant, especially in post-pandemic times when people are increasingly used to digital research and interactions with brands before making purchase decisions. As a result, the reliance and attention to online reviews have...
