According to a September 2013 Nielsen study on the “Most Influential” and “Most Trusted” forms of advertising, “recommendations from people I know” or word of mouth recommendations are more important than online reviews. However, reviews ranked 3rd and 2nd respectively, so reviews are very important.
Whether you like it or not in order to stay competitive, your restaurant must not only be able to cook a great meal but also stay on top of online customer engagement, and protect your brand. Good reviews boost your business while terrible ones can close you down. And, in an age when everyone can be an online critic, ratings have never been more important. So, where should my restaurant be? Facebook? Tripadvisor? Urban Spoon?
When it comes to running a restaurant, being considered “good” isn’t enough. You might get a steady stream of customers, but what happens when you end up having a “great” restaurant nearby? Restaurant owners should focus on making their good restaurant a great one in order to make sure they’re able to keep customers coming back to their business instead of going elsewhere. You don’t have to do a complete overhaul of your restaurant to make it better. In fact, having customers take a simple survey is an effective way to start boosting business and maintaining a loyal customer base.
Reviews before the internet were all about the voice of the customer. What is interesting is that according to Nielsen’s September 2013 report, Under the Influence: Consumer Trust in Advertising, “word-of-mouth recommendations from friends and family” are still the most powerful forms of advertising.
Keeping track of how satisfied your customers are is an important part of ensuring that your business succeeds. Although you can collect information on customer satisfaction a few times a year, monitoring customer satisfaction in real-time gives you instant feedback that can help your company in a number of ways. You can do this by making customer surveys readily available to those who purchase your products or services. These customers can provide feedback that lets you know how happy they are with your products or services and whether or not they’re willing to recommend your company. These are just some of the main advantages of using real-time monitoring.
CRM or Customer Relations Management systems are often thought of as the answer to improve customer loyalty, but it is not the system that solves the issues, a CRM system is just the tool. So “how do I improve customer loyalty?” Here are 3 secrets that business owners and sellers of these systems don’t normally talk about:
Keeping customers satisfied can be a challenge when you own a restaurant. One customer might rave about a certain menu item, while another complains about the way it was prepared or the way it tasted. Customers might also give drastically different reviews of their experience with the same server. How can you keep customers happy and turn negative online reviews into positive ones? A simple survey taken by your customers can provide you with the information you need.
Customer loyalty isn’t enough. There are many factors we have to take into consideration when it comes to sales increase, like marketing strategy, productivity and cost control. Although it has been proven that increasing customer satisfaction is not enough, it does play a huge role in today’s globalized and fast paced economy.
Believe it or not, millennials are now the most diverse and educated generation we have had in history. So, who is considered to be a millennial? Generally speaking, millennials are individuals ranged between 18 – 37 years old, they are college educated and 89% of them use the internet for their personal use on a daily basis. With an increased access to communication channels, and a generation that grew up with the internet, it’s really hard not to pay attention to them.