Interested in finding a way to attract new customers and build loyalty? Try crafting personalized experiences.

When brands take the time to provide outstanding service, customers notice—and come back. In fact, 7 in 10 Americans indicated willingness to stay loyal to a company, even if it cost them more, as long as they received more personalized service in return. Each customer interaction with your restaurant gives your brand the opportunity to provide the individual experience customers desire.

Gather feedback regularly from customers

Customers appreciate knowing that their opinions are sought after and valued. Regularly collecting customer feedback after they’ve come in for a meal is an easy and effective way to learn about the parts of the experience that matter most. It’s also a great way to hear about what needs to be improved before your customers post a negative review on Yelp.

Use social media to listen to customers

Customers use social media like Twitter and Facebook to share experiences with all types of brands, which makes these sites great places for you to interact with customers and learn about their preferences. Restaurants who establish a strong social media presence can speak with customers about the menu, answer questions about upcoming events, and invite customers back to their restaurant. As you gather information from the most media-savvy customers, use it to personalize their experience even further next time they come to your restaurant. They’ll let their followers know, which will help your business grow.

Use email to reach out to customers

An estimated 91 percent of email users  check their email at least once per day, with many people far exceeding that number. This makes email a fantastic tool to get in touch with your customers. In fact, visit behavior and frequency at your restaurant offer tremendous insight into the types of messages your customers would enjoy receiving. For example:

  • those who are new to your restaurant vs. loyal patrons should receive different emails
  • varying demographics, such as a young, late-night crowd vs. an older, early bird would be interested in different events

Segment your customers and use that information to send personalized emails with different deals, new specials, and upcoming events. There’s arguably no better way than email marketing to bring customers back to your restaurant.

Remember customers’ information

Nothing makes a customer’s interaction with a restaurant more personal than when they are treated like an old friend. Remembering customers’ information helps create an individualized experience whenever they dine—and keeps them coming back again and again. For example, if the customer mentions that they dislike a particular item, such as tomatoes, the waiter should note that not only for one meal, but for all other visits. If a person making a dinner reservation mentions that it is someone’s birthday, have the waiter wish them a happy birthday immediately upon their arrival. Store that information and send a birthday card the following year, or have them join your birthday club if you have one. The more restaurants learn about their customers, the more they will be able to improve the experience of their guests.

Make customers part of the restaurant

Every restaurant has their loyal customers, so look for ways to recognize them and their commitment to your establishment. Consider crowdsourcing menu items or recognizing them through photos on a “wall of fame.” Whatever you do, develop a personal way to let your loyal customers know that their loyalty is appreciated.

Personalization is an excellent tool for understanding customers and providing them with the experience they desire from your restaurant. When restaurants demonstrate their genuine interest in making their customers happy, they increase loyalty, reputation, and their bottom line.

To start personalizing the customer experience for your restaurant guests, get in touch!  


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Customer Loyalty Technology