Managing the Guest Experience – What can focused insights provide?
Posted on Thursday, August 16th, 2012
In today’s restaurant marketplace, multi-unit brands must be capable of serving up actionable insights, proven strategies that have worked at other locations and other performance improvement resources to location managers. With the right approach, it’s possible for restaurant brands to implement a customer experience management (CEM) model that ensures consistency across the brand while giving managers the tools they need to respond to the local concerns and preferences of their guests.
An optimized CEM model should be a priority for any restaurant brand that values the quality of local guest experiences – and it begins with a three step strategy designed to equip managers with the resources they need to quickly transform guest insights into tangible actions. We discuss this three step strategy in our new whitepaper entitled “A 3 Step Strategy for Delivering Exceptional Dining Experiences.”
Here’s the first step…Deliver Focused Insights to Your Location Managers
Why is the above important to your restaurant brand?
Here’s why: sending large quantities of unfocused guest feedback to location managers is a losing strategy. Even when feedback programs do provide data from guests at specific locations, rather than global brand insights, local managers are too bogged down in day-to-day tasks to use this data effectively. They simply don’t have the time to evaluate all of the data and identify areas for improvement in guest satisfaction.
Managers need resources that enable them to quickly get to the highlights of their guest feedback and then translate those insights into straightforward action plans. Even better, managers need solutions that provide them with executable action plans, matched to their location’s specific problems.
Today’s most advanced CEM solutions can empower location managers with daily action plans based on the most recent feedback insights for their location and across the chain. Using sophisticated CEM technology, managers can have an action plan in place within minutes of receiving relevant and location specific guest feedback information.
Read the full whitepaper to find out the other two essential steps your restaurant brand needs to take now to deliver a truly exceptional dining experience.“Location Engagement Doesn’t Come from Reading Reports.”
This entry was posted in Featured Resource Why Implement a Customer Experience Management Program and assigned these Tags: CEM, customer experience management, Food Services, guest experience, guest experience management, location managers, restaurant. Bookmark the permalink