As a restaurant owner, customer satisfaction is your highest priority. Although you may be a little sensitive about overheads, improving customer service does not need to be expensive. You may need to hire and train your staff on professional service, but making some other small changes to your daily operations and leveraging on information technology solutions can provide a good start. Improve the guest experience in your restaurant with big data.
So how do you do it?
1. Watch wait times
Customers often use wait times to determine whether or not they will choose a restaurant. Because it is almost impossible to have zero wait times for everyone, it is important to make the wait comfortable.
You can do this by offering a complementary drink or mini-app, creatively using Digital Signage in the waiting area, or offering secure Guest WiFi to keep your guests entertained. If possible, offer online ordering to customers to streamline kitchen productivity while reducing wait times.
2. Invest in loyalty and rewards solutions
Reward regular clients to promote loyalty. Making your guests feel welcome and appreciated personalizes their experience, and they are likely to come back with friends and family. Invest in reward solutions that can customize customer experience such that your regular guests are enticed by personalized promotions.
3. Invest in SMB WiFi solutions
Small and medium business (SMB) WiFi solutions increase the productivity of staff and also boost customer experiences. Affordable in cost, they allow your business to run efficiently using secure and dependable networks. Guests enjoy secured WiFi as they wait or enjoy their meal. An additional benefits is the ability to engage with suppliers and other partners using secure access points.
4. Build an online presence
With advances in technology, e-commerce is more effective than ever. Take advantage of the Internet, and take your business online. Online ordering provides a high degree of convenience and boosts traffic with customers seeking that type of experience. Customers can view menu offerings, pre-order meals, and book a table from the comfort of their phones or PC.
Increase sales by offering off-premise dining experience using third-party delivery services. Although it requires an additional layer of manpower to take, package and deliver orders, it can boost sales among delivery-only customers.
5. Protect online transactions
If you have created an online presence where customers can pre-order meals and make bookings, then they need to feel safe when transacting online. Fraudsters are increasingly targeting online shoppers especially, because it has become more difficult to engage in fraudulent face-to-face transactions.
Stay ahead of the game by protecting your customer from fraud using advanced data protection. Such systems use machine learning intelligence to profile your clients, flag and block any suspicious activity such as the use of stolen personal information. You can then mitigate the situation before any real damage is done.
Understanding the need for customer data
Now that you have determined how to keep your customers happy, the next step is to define the nitty-gritty details needed to make this happen. Everything now revolves around big data and how you use it can take your business to the next level.
Big data can boost customer service and improve guest experience. Big data is just a fancy term for any customer data gathered from various sources, including feedback forms, social media accounts, purchase history, restaurant reviews and testimonials.
Understanding what your guests want and what they wish you knew is the first step towards improving their customer experience. This information can be determined by analyzing customer data to see how well you are doing. If you are continually getting negative reviews, then it is time to establish where the problem areas are, and make the necessary adjustments.
Data analytics can help derive meaning from the raw data, and point you in the right direction. Analyzing customer data can help improve customer experience by understanding customer expectations, determining sources of negative feedback, establishing areas that need improvement, estimating customer loyalty and estimating customer satisfaction levels.
Once the customer painpoints have been established, you can set your sights at removing/improving sources of negative feedback. You can also make future improvements using customer reviews and understanding their expectations. The same data can help create personalized experiences, especially for your returning customers by studying their behavior patterns and using this information to improve their experience.