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Welcome to another episode of the Hospitality Strategy Lab! I'm your host, Jason Littrell, and today we're diving into the powerful world of feedback requests. Ever wondered how to truly understand your guests' minds and boost repeat business? In this episode, we uncover the magic behind the Net Promoter Score (NPS) and how a simple, well-timed survey can transform your bar or restaurant operations.
We'll walk you through the steps—from inception to automation—ensuring you receive invaluable guest insights. Plus, we'll discuss how to use this data for continuous improvement and staff training. Ready to turn feedback into your secret weapon? Let's get started!
Effective Customer Retention Strategy: "3 times is a habit, and so you wanna get people back in your in your place 3 times."
— Jason Littrell [00:00:19 → 00:00:23]
"Boosting Customer Feedback with NPS": "And the best way to do this is with a simple one question survey. It's called the Net Promoter Score, NPS, that says, on a scale of 0 to 10, how likely would you be to recommend us to a friend or family member?"
— Jason Littrell [00:00:37 → 00:00:49]
"Power of Social Proof in Dining": "Because this is the number one driver of of decisions is is social proof."
— Jason Littrell [00:01:41 → 00:01:45]
Instant Customer Feedback Processing: "So they scan the QR code, if they want to, if they don't want to verbal it, if they want to do all this stuff, and so they just quickly go go to this quick landing page that says, on a scale of 0 to 10 you can check this out right now at kmsops.com/nps, On a scale of 0 to 10, and then they pick the number, and then based on the number that they picked, we put them into an automation."
— Jason Littrell [00:02:07 → 00:02:26]
**Customer Feedback Evolution**: "We try to make this as frictionless as possible, and we try to collect it, and we we collect all the information over time so we can start to see trends."
— Jason Littrell [00:03:23 → 00:03:31]
How to Get a Free Demo: "Check out kmsops.com/nps to see a live version of this and and exactly what we install for our clients."
— Jason Littrell [00:03:56 → 00:04:03]
1. Introduction
• Host: Jason Littrell
• Purpose of the episode: Discussing feedback requests
2. Importance of Knowing Customer Feedback
• Understanding customer thoughts for better decision-making
• Goal: Getting customers to return, creating habits
3. Asking for Feedback
• Methods for understanding customer preferences
• Making necessary adjustments based on feedback
4. Net Promoter Score (NPS)
• Definition: A one-question survey
• The specific question: "On a scale of 0 to 10, how likely would you be to recommend us to a friend or family member?"
• Science behind the phrasing and timing of the question
5. Multiple Points of Feedback Collection
• Initial prompt when the customer arrives
• During the meal: Ensuring epic service
• End of the meal: Request for feedback in the billfold or by host/server
• Multiple nudges for feedback
6. QR Code Integration
• Placement around the restaurant
• Process: Scanning the QR code leading to a landing page
• Options for customers to verbalize or use the QR code
7. Automation Based on NPS
• Steps post-feedback collection:
• Customers giving a score of 0-7 receive an email from the owner within 10 minutes
• Personalized follow-up to address issues
• Customers giving a score of 8-10 receive a thank you and requests for reviews
• Email notifications to the leadership team for positive feedback
8. Analysis and Utilization of Feedback
• Collecting data over time to identify trends
• Timestamping feedback for specific incident tracking
• Application in training: Addressing specific issues and improving service
9. Closing
• Encouragement to visit kmsops.com/nps for a live demonstration
• Mention of the barteams.com community for hospitality professionals
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