Stepping up your loyalty program

Repeat business is a restaurant’s bread and butter, and this means loyalty and retention is top of mind for many operators. According to studies, it costs a business 25 times more to acquire a new customer than it does to keep one, so it’s in your best interest to make customer loyalty your top priority. […]

How can you boost enrolment for your loyalty program?

Building loyalty is an effective way to build your business, so it’s time to prioritize enrolment for your loyalty program. While the exact ratio of loyalty to cheque size is difficult to determine, it’s clear that loyalty members have continued to visit and spend, despite the continued rising inflation. With the average consumer belonging to […]

What are customer profiles — and why should you build them?

By Mark Plumlee Knowing your customers is perhaps the most important part of running a successful small business. Knowing your target audience should inform every decision you make – your overall atmosphere, your menu, your marketing strategies, and beyond. Familiarity with your diners allows your business to provide them with the exact drinking or dining […]

How to better understand customer experience (and why it matters)

By Austin Verner Customers are the lifeblood of any business, and that means delivering an exceptional customer experience is a must to keep your guests coming back. A study conducted by Thanx found that revenue was highly-concentrated among a small number of customers, with the top 25 per cent contributing 64 per cent of revenue. […]

Why you should solicit more online reviews (and how to do it)

By Mark Plumlee If you want to capture the attention of would-be guests on the internet, online reviews are of the utmost importance. According to a study by TripAdvisor, 94 per cent of respondents in the U.S. admitted that online reviews influence their dining decisions. Another study by two economists at the University of California, […]

Loyalty programs: bankable points vs. punch cards

By Megan Prevost Everyone has their favourite restaurant. The one they go to when they want to celebrate or need a pick-up. The one that they pick when they can’t think of anything else. How do you think these restaurants become such a staple in people’s lives? Oftentimes, delicious food and a great experience keep […]

The increasing importance of loyalty programs

Loyalty programs have become a vital tool for many restaurant operations. They’re nothing new in the foodservice space, but they are certainly evolving as a differentiator in a crowded industry. Not only providing an incentive for customers to come back and spend more money but also making it easier for them to do so in […]

Restaurant branding during COVID-19: being memorable

The final chapter of our three-part look at restaurant branding during the pandemic looks at how to build a unique brand identity to stand out in a crowded market. By Doug Radkey Within this series, we’ve learned the importance of a brand guide along with consistent brand messaging, and come to understand the elements of connection […]

Retaining the divided attention of post-COVID QSR customers

Quick Service Restaurants face an uncertain future. Here’s how they can win in a digital marketplace with customers staying at home. By Peter Klayman With the pandemic altering the definition of “normal” across industries, Quick Service Restaurants (QSR) have been amongst the fortunate few able to stay afloat. While foot traffic to fast food and […]

Restaurant Branding During COVID-19: Building connection with your community

In Part II of our three-part look at restaurant branding during the pandemic, we assess how operators can build a lasting connection with their community. By Doug Radkey In Part I of this series, the word connection was used often. When you are building or rebuilding the essence of a brand, it is all about the connection […]