Modern Restaurant Management

FEBRUARY 17, 2020

When consumers can get great food delivered in less than an hour, restaurants must deliver a differentiated experience that makes going out worth the effort. Whether that’s through exceptional customer service or the new trend of “eatertainment,” restaurants need to think beyond simply providing good food.

Customer Experience 161

Customer Experience Customer Service Customer Service Chef 161

Modern Restaurant Management

JANUARY 22, 2020

Statistics show that 96 percent of consumers from across the globe say that customer service plays a critical factor in choosing a brand they’ll be loyal to. As a service-oriented industry, knowing what makes your customers tick and capitalizing on their preferences will allow you to provide top-of-the-line service.

Customer Service 170

Customer Service Customer Service Customer Experience Hospitality 170

Modern Restaurant Management

DECEMBER 4, 2023

How Wait Time Expectations Enhance the Customer Experience Using truthful, historical data regarding customer flow to set wait expectations works to elevate the customer experience in several ways. This effort transforms previously wasted downtime into productive interactions with your brand.

Customer Experience 184

Customer Experience Customer Service Customer Service Restaurant Manager 184

Modern Restaurant Management

JULY 12, 2023

With these shortages, friction points are increasing in the dining experience with longer wait times to receive food (33 percent), diminished customer experience due to overstressed staff (32 percent), and longer wait times just to place an order (17 percent) being among the top three pain points.

Customer Experience 153

Customer Experience Staffing Customer Service Customer Service 153

Hospitality Net

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it.

Customer Service 98

Customer Service Customer Service Customer Experience 98

Hospitality Net

JANUARY 4, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Happy New Year! What’s 2024 going to be like? I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024.

Customer Service 98

Customer Service Customer Service Customer Experience 98

Hospitality Net

JANUARY 3, 2024

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas. Do more in 24!

Customer Service 95

Customer Service Customer Service Customer Experience 95

Hospitality Net

JANUARY 17, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand.

Customer Service 86

Customer Service Customer Service Customer Experience 86

Hospitality Net

JUNE 5, 2024

You have to be careful when making assumptions about customers based on generation-specific stereotypes, as there are exceptions to every rule. However, it’s fair to say that Generation Z consumers - born between the mid-1990s and 2010 - have different customer experience expectations, including customer service strategy.

Customer Experience 73

Customer Experience Customer Service Customer Service 73

Modern Restaurant Management

APRIL 20, 2021

Executives in the food industry understand that knowing their clients’ preferences will help them to create better promotions, increase sales, and improve their operational efficiency, leading to a better customer experience. The data from these tools can help restaurants streamline systems and improve customer service.

Customer Experience 215

Customer Experience Customer Service Customer Service Staffing 215

Modern Restaurant Management

JULY 27, 2021

As owners strategize how to spend their budgets, it is imperative they consider the importance of quality over quantity, curating a tech toolbelt capable of driving revenue and improving the customer experience while helping restaurants remain profitable. As such, an industry migration is underway. Where does that lead?

Kitchen Display System 243

Kitchen Display System Customer Experience Food Preparation Customer Service 243

Modern Restaurant Management

FEBRUARY 29, 2024

As these restaurants (and others) have discovered, technology has become instrumental in improving their safety and quality programs, increasing compliance, keeping up with ever-changing regulations, improving the customer experience, and differentiating themselves from the competition. Improve the customer experience.

Inventory Management 174

Inventory Management Customer Experience Inventory Customer Service 174

Modern Restaurant Management

MARCH 30, 2022

Restaurants are making use of workflow automation to increase efficiency in numerous ways inlcuding customer service automation and sales and marketing automation. Automating customer service tasks helps to improve the customer experience. Improving customer service.

Customer Service 178

Customer Service Customer Service Customer Experience 178

Modern Restaurant Management

AUGUST 24, 2022

Customer Service. Co-sourcing Customer Service employees is extremely popular in the restaurant industry. This allows the restaurant staff to deliver outstanding customer experiences inside of the restaurant and not have to worry about also managing outside calls.

Staffing 176

Staffing Customer Experience Customer Service Customer Service 176

Modern Restaurant Management

OCTOBER 21, 2019

It simply isn’t feasible to have a dedicated employee whose sole responsibility is to answer incoming calls, as hosts and cashiers are typically tasked with both answering the phone and providing in-person customer service. Improve Touchpoints Between Employees and Customers.

Customer Experience 90

Customer Experience Customer Service Customer Service 90

Modern Restaurant Management

MARCH 6, 2024

Conversational AI in Quick Service Restaurants (QSRs) just makes sense as it addresses the cost and service side of the business. As such, conversational AI is expected to be a major focus in QSRs due to its ability to streamline operations and enhance customer service.

Customer Experience 174

Customer Experience Customer Service Customer Service Inventory Management 174

Restobiz

OCTOBER 6, 2023

By Dawn Castell The restaurant industry has always been at the forefront of innovation and adaptation, and today, it stands on the cusp of a technological revolution with the integration of Artificial Intelligence (AI) in customer service.

Customer Service 220

Customer Service Customer Service Customer Experience 220

Modern Restaurant Management

FEBRUARY 2, 2024

These technologies promise to streamline processes, improve customer service, and provide a competitive edge in an increasingly digital world. The Need for Advanced Networking in Modern Restaurants Today's restaurants face many challenges that impact their ability to provide exceptional service and maintain operational efficiency.

Inventory 172

Inventory Inventory Management Customer Experience Customer Service 172

Modern Restaurant Management

AUGUST 28, 2024

By acknowledging positive sentiment and thanking consumers for their input, brands can assure their audience that their voices are heard and that concerns are being addressed, ultimately enhancing the overall customer experience. Brands must engage with consumers on social and immediately respond to both positive and negative feedback.

Customer Service 150

Customer Service Customer Service Customer Experience Restaurant Manager 150

Hospitality Net

DECEMBER 13, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Customer Experience 52

Customer Experience Customer Service Customer Service Purchasing 52

Modern Restaurant Management

SEPTEMBER 22, 2022

Thanks to the labor shortage and increased profit pressure, savvy restaurants are going digital to provide the best customer experience and to keep up with the hefty competition. In addition to improving the customer experience, it allows everything to run more efficiently, increases table turnover, and increases the bottom line.

Point of Sale 175

Point of Sale Customer Experience Staffing Recipes 175

Modern Restaurant Management

JUNE 30, 2021

Third-party delivery threatens the brand’s relationship with its customers due to the loss of first-party data and control of the customer experience end-to-end, most critically food quality and customer service. Managing down third-party fees will improve margins as labor costs continue to rise.

Customer Experience 203

Customer Experience Customer Service Customer Service 203

Hospitality Net

AUGUST 7, 2024

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room.

Customer Experience 111

Customer Experience Customer Service Customer Service 111

Modern Restaurant Management

JUNE 4, 2020

The hospitality industry faces a unique challenge, where they have to enforce these new health and safety measures while keeping the customer experience elevated. Practice Even Better Customer Service. Encourage your employees to practice excellent customer service.

Customer Service 181

Customer Service Customer Service Hospitality Hospitality 181

Modern Restaurant Management

AUGUST 16, 2023

An added benefit: restaurants can also capture and analyze valuable customer data. Using cutting-edge technology positions restaurants to unlock a wealth of prospects to enhance the customer experience. Enhanced accuracy through minimized human errors in order processing and inventory tracking. Ordering screens.

Customer Experience 165

Customer Experience Inventory Inventory Management Food and Beverage 165

Modern Restaurant Management

MAY 8, 2024

Operators must weigh guest acceptance while making strategic decisions about integrating automation at many restaurant touch points, according to Software Advice’s 2024 Automated Customer Experience Survey. How can we leverage automation to exceed customer expectations for personalized service and promote customer loyalty?

Automated Food Prep 166

Automated Food Prep Customer Service Customer Service Food Preparation 166

Modern Restaurant Management

MARCH 25, 2022

While QR codes are a great tool for contactless service, they have a wide variety of uses, particularly when it comes to marketing. Here are a few easy ways you can provide better customer service and increase profits by using QR codes. QR codes are a great way to collect data on customer experience.

Customer Service 212

Customer Service Customer Service Customer Experience Chef 212

Modern Restaurant Management

NOVEMBER 14, 2024

AI phone agents are revolutionizing customer experience in the restaurant industry, transforming how businesses handle customer engagement over the phone and reducing the interruptions in operations. What Are AI Agents and What are They Used For?

Customer Experience 164

Customer Experience Customer Service Customer Service Hospitality 164

Modern Restaurant Management

NOVEMBER 28, 2022

They can also decrease operating costs by streamlining efficiency and reducing the dependency on labor and improve the customer experience by expediting average transaction time, eliminating order inaccuracies, and implementing loyalty integrations.

Customer Experience 181

Customer Experience Staffing Customer Service Customer Service 181

Modern Restaurant Management

DECEMBER 17, 2021

Customer-centric. Customer experience management. In the wake of the pandemic, many restaurants have reshaped their entire approach to customer engagement prioritizing frictionless digital experiences, expanded delivery options, and increased health and safety precautions. Personalized.

Customer Experience 170

Customer Experience Food Service Food Service Dining Operations 170

Modern Restaurant Management

JULY 17, 2024

In the fast-paced world of fast food, integrating Artificial Intelligence (AI) has been a topic of heated discussion, especially with giant brands adopting (…or, ahem, dropping) this new technology to enhance customer experience and operational efficiency.

Customer Experience 168

Customer Experience Customer Service Customer Service 168

Hospitality Net

FEBRUARY 7, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Her story is an interesting one.

Customer Experience 98

Customer Experience Customer Service Customer Service 98

Chef's Deal

AUGUST 31, 2023

Restaurant ice machines enhance customer experience in foodservice businesses by providing aesthetically pleasing and refreshing ice cubes for beverages and producing various other types of ice for purposes such as display and storage. They contribute to your drinks’ aesthetic appearance by producing different ice shapes.

Customer Experience 59

Customer Experience Customer Service Customer Service 59

Modern Restaurant Management

MARCH 3, 2022

Because of automation and IoT connectivity, these systems require no human intervention to make the adjustments and lifts the burden of energy management from staff to focus on the customer experience. Fewer employees are needed because restaurant operators can repurpose an employee’s saved time to focus on customer service.

Food Service 200

Food Service Food Service Customer Experience Food Safety 200

Modern Restaurant Management

JULY 2, 2020

The ability to provide safe and consistent customer experiences is paramount. Today, that need extends beyond the quality of the products and services offered to include the digital security of customers.

Customer Experience 237

Customer Experience Customer Service Customer Service Hospitality 237

Modern Restaurant Management

MARCH 26, 2020

Restaurants’ technology infrastructure has become more complex and the network even more vital to the customer experience. Not only does having managers and wait staff handle the triage process detract from customer service, the problems and their resolutions are not tracked or analyzed.

Food and Beverage 183

Food and Beverage Food and Beverage Customer Experience Staffing 183

Modern Restaurant Management

OCTOBER 24, 2023

This can be done by collecting customer feedback via surveys, conducting social listening and analyzing other customer signals from interactions customers have across owned and third-party touchpoints along the omnichannel journey.

Customer Experience 188

Customer Experience Customer Service Customer Service 188