Customer success has to do with helping your customers
achieve their desired goals. Over
72% of the businesses say that improving customer success would be their top priority.
Each customer walks into your restaurant with certain objectives,
and more often than not, these go beyond simply appeasing their hunger. As a
restaurateur, you need to pay heed to what your patrons
are looking for. The logic is pretty simple: when
customers are successful in fulfilling their desires, they
will come again. They will also recommend your restaurant
to their family and friends. In other words, customer
success creates loyal customers who will also be your
brand ambassadors.
The marvelous thing about customer success is that it
facilitates the success of your restaurant. Thus, it becomes
a key business strategy. Here are five valuable tips for you
to develop your customer success strategy:
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Here are five valuable tips for creating a customer success strategy:
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Tip 1: Create a dedicated customer success team
Customer success is its own unique aspect of business
and, so, your restaurant needs a dedicated customer
success team. It is the customer success officers who
will forge solid relationships with your clients -
relationships that will foster loyalty and long-term
patronage. Ideally, your team should comprise
individuals with vibrant personalities who can think
outside the box. They must be team players and excellent
collaborators.
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Tip 2: Get to know your customer’s goals
In order to engender customer success, you need a
thorough understanding of what success looks like from
the perspective of your customer. Helping a customer to
achieve their goals is possible only when you know what
those goals are. Therefore, you must uncover what
customers want when they come to your restaurant. You
will need to take a multi-pronged approach for this -
read the reviews, look for social media tags, pay heed
to customer complaints, and speak to your diners.
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Tip 3: Plot the customer journey
From getting a customer to check out your menu and
convincing them to place an order, to encouraging them
to come back for more, there are many stages to a
customer’s journey with your restaurant. You need to
build a roadmap for this, identifying the pain points
that could potentially occur and taking steps to preempt
these. Think about all the different touchpoints - menu
design, interior design, order processing, payment,
quality of food, hygiene, nutrition and whatever else
impinges on a customer’s experience of your restaurant.
In your customer success strategy, you must give each of
these proper consideration, always working to up the
ante on every single one.
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Tip 4: Stay in touch with your customers
Keep in regular contact with your customers by utilizing
the different communication channels at your disposal.
Text and email are great for publicizing special offers
and promotions. Social media updates should go beyond
just tantalizing videos and pictures. Post about your
staff, share health and nutrition tips, upload a
tutorial on how to make certain dishes and share wishes
on festive occasions. Keep your customers engaged
through regular and consistent messaging that targets
the customer success goals that you have already
identified.
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Tip 5: Evaluate customer success
You won’t know if your strategies are working, if you do
not analyze the results. Some pertinent and important
areas to measure are: customer retention rate, customer
churn rate, customer lifetime value, average purchase
value and average purchase frequency. The data analytics
tool of the software you use in your restaurant will
give you an in-depth understanding of how things are
going, identifying areas of excellence and areas that
need improvement. Channel these insights into reviewing
and revising your customer success strategies.
You already know how competitive the restaurant business is.
Thriving in this almost cut-throat environment is dependent
upon how well you serve your customers. By ensuring that
your patrons are completely satisfied with your restaurant,
a good customer service strategy ensures you have the upper
hand over your rivals.
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