You Like Me! You Really, Really Like Me! How to Turn Casual Customers into Raving Fanatics

YOU LIKE ME! You Really Really Like Me! CUSTOMER EXPERIENCE A memorable experience doesn't have to cost a lot of money, but that doesn't mean it's not important. As the first touchpoint between you and your customers, experience is one place where first impressions really count. LIGHTING MUSIC Bright lighting symbolizes quick service and relatively low prices while subdued and warm The right music can influence customer satisfaction and lighting conveys full service and high prices. relaxation, decrease perceived dining and waiting time, and increase sales. AROMA LAYOUT Aroma has an impact on mood, emotions, Layout has a direct effect on customer perceptions of quality, excitement levels, and desire to return. Space that facilitates exploration and stimulation is best. and desire to make purchases. TALK TO ME! Asking for feedback has been shown to improve customers' perception of their experience Customers who provide feedback are more likely to become repeat customers Satisfied customers provide quotes and stories that are great for promotion STAY TOP OF MIND= Making sure the first experience is perfect is just the beginning. Once a customer leaves, the real work starts. How do you get them to come back? SOCIAL MEDIA EMAIL TEXT AWESOME FOR CONVERSATIONS! PERFECT FOR CONVEYING INFORMATION! IDEAL FOR INSTANT COMMUNICATION! A 2013 study by Groupon and the National Restaurant Association showed that A study by McKinsey & Company found that email is almost 95% 80% 40х of advertising text messages are opened and read in the first 3 minutes of being sent better at acquiring new customers than Facebook and Twitter of U.S. restaurants use Social Media as their primary marketing tool 66% Social media is extremely cost effective, as the platforms are essentially a of marketers said that emails are "excellent" or "good" at delivering RÕI FREE 57% A Harris Interactive survey found that people like emails targeted specifically source of advertising of customers would be happy to sign up for an SMS loyalty program to them and their shopping behaviors and preferences f EMAIL LIST SIZES FOR RESTAURANTS 80% 71% 70% 60%- 50% 40% 30% 20% 13% 68% 10% 10% 28% Texts are especially powerful when they're timely and informative, like a reminder for an upcoming reservation 0% 0- 500 of consumers look to social 500 - 1000 1000 - 3000 networking sites to research restaurants Growing your email list is the first step to engaging customers through email marketing. Only 18% of restaurants say they have active email marketing campaigns! PROVIDE REASONS TO RETURN Speaking to your customers is one thing. Having them come back is another. Sometimes an ask is all it takes, but providing a tangible reason makes a return even more likely. POWER OF PROMOTIONS COUPON CLIPPING 46% 87% of people are drawn by the good prices on drinks offered during “happy hour" of shoppers use coupons Customers are willing to travel further to dine using a 41% coupon of consumers, age 18-34, say that late-night specials affect their decisions regarding late night dining Over 90% Coupons reactivate old customers and attract new of consumers would be likely to sign up if their favorite fast food or fine dining restaurant started a loyalty program ones Building a loyal customer base starts with a great experience and continues with relevant communication that makes guests want to return. This is an area where FIRST IMPRESSIONS COUNT, but the FOLLOW UP IS EVEN MORE IMPORTANT. SOURCES http://www.referenceforbusiness.com/encyclopedia/Res-Sec/Sales-Promotion.html#ixzz3c3jFhh41 http://restaurants.about.com/od/specialpromotionalideas/a/Restaurant-Special-Promotions.htm http://www.foodservicewarehouse.com/education/restaurant-marketing/demographics-for-restaurants/c28060.aspx http://www.qsrmagazine.com/consumer-trends/meet-your-consumer http://www.restaurant.org/Manage-My-Restaurant/Marketing-Sales/Food/Happy-Hour-and-Late-Night-Success https://www.nbrii.com/customer-survey-white-papers/10-factors-that-affect-customer-satisfaction/ http://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1497&context=refereed http://www.customersure.com/blog/top-10-benefits-of-customer-feedback http://clientinsight.ca/customer-feedback/benefits-of-customer-feedback http://www.adweek.com/socialtimes/restaurant-marketing/492845 http://www.inc.com/ekaterina-walter/top-25-restaurants-in-social-media-and-what-smbs-can-learn-from-bigger-chains.html http://www.business2community.com/email-marketing/10-amazing-email-marketing-statistics-2014-0920030 http://www.benchmarkemail.com/resources/manuals/restaurants/email-marketing-statistics http://digitalmarketingmagazine.co.uk/mobile-digital-marketing/7-key-statistics-for-sms-marketing/558 http://www.businessknowhow.com/marketing/couponing.htm zenreach How To Turn Casual Customers Into Total Fanatics! OVER 5000 000S - 000E