Managing the Guest Experience – the importance of sharing knowledge across locations
Posted on Wednesday, September 5th, 2012
In a perfect world, location managers would intuitively understand how to adapt local guest experiences to the insights that are being reported through brand-wide customer feedback mechanisms. When guests indicate that a restaurant is failing to meet their expectations, the manager would leverage his or her experience with the brand to make the necessary adjustments.
Over time, the ability to develop consistent and high quality guest experiences becomes second nature to local managers. But, especially when they are new to the business or the role, many location managers often do not have enough brand expertise to understand how to adjust the guest experience for accommodating specific insights. To overcome these “experience deficits”, it is important for restaurant brands to provide location managers with the ability to share knowledge across the chain.
This discussion on shared knowledge is one of three steps we review in our latest food services industry whitepaper entitled “A 3 Step Strategy for Delivering Exceptional Dining Experiences.”
Why is Shared Knowledge important to a restaurant brand?
The social knowledge-sharing capabilities offered by leading CEM solutions can provide several benefits. Less experienced managers gain access to virtual knowledge centers and other resources that work to fill gaps in their brand experience.
Additionally, fostering this type of communication within a restaurant brand helps to build the brand’s internal community. Regardless of the amount of experience, all location managers have the ability to turn guest feedback data into specific improvement actions that can be shared as best practices brand wide. This crowd-sourcing helps ensure a consistent brand experience and optimizes the value of guest feedback insights.
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.
This entry was posted in Featured Resource What are the Best Practices for Setting Up & Running a Program and assigned these Tags: Food Services, GEM, guest experience, guest experience management, location manager, location managers, restaurant, voice of the customer. Bookmark the permalink