The benefit is always less than if your brand controlled everything it touches. Using a third-party to execute a significant portion of your Guest experience can be crippling. The Guest’s loyalty then is with the delivery brand and not your brand regardless. You’ve become a commodity.
How would you define excellent customer service?
I don’t. The Guest does. Or the Customer does. That’s the entire point. YOU don’t define how well you treat me. I do. The customer. Because it’s MY needs, wants and desires that I’m interested in having satisfied. Business people think they need to define what excellent CS/CX is, […]
Moving Beyond Robotic Service
Service is table stakes (pun intended). Everyone provides service: everyone has their 12 steps of service that include all the transactional lists most people (restaurant managers included) come up with to answer the question: “what does good service look like.” This is the wrong question.
How To Capture Brand Loyalty In The Age Of Third-Party Delivery Apps
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be considered. If you’re going to deliver (and you should have for the past umpteenth years) then own it. Look at what hotel brands allowed the OTAs to do […]
What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that you need to which occur only at the point of experience. The one thing to teach your staff is to look for, identify and act on these moments. […]
What Is The Guest Experience?
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
Driving (REAL) Guest Loyalty
Unless everything that goes on and/or is talked about in your business does not have you asking “How does this impact the guest?” you can’t be
successful long term.
About The Guest
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (Gx) is defined, not yours.
Shift Notes: 14 Things to Consider Before Your Shift Gets In The Weeds
Fortunately, time doesn’t stop.
How To Create Loyal Guests For The Restaurant Across The Street
Bad Service Is The Norm