An unhappy customer is like a leaky faucet. You can either try and fix it yourself, call for help, or just live with it. In the business world, these ‘leaky faucets’ can have a detrimental effect on the success of a business. Given the speed at which word travels thanks in part to sites like [...]

What is a Touchpoint? A touchpoint is a point of contact between a customer and your product, service, or brand. Whether before, during, or after an actual sale has taken place, any interaction a customer has with your business is considered a touchpoint and potential for your business to increase their customer’s perception of your [...]

If you’ve been using a CRM-based loyalty program or a punch card to build customer loyalty, you might be sinking money into a low-ROI loyalty program. Here’s why: Swipe Cards Don’t Work Many popular CRM-based loyalty programs use a magnetic stripe-based card that people are supposed to carry around and swipe when they make a [...]

Your best customers routinely go to your restaurant chains because it’s part of what they do.  They like the food, they like the service, and have their favorite meals and combos. But an inherent problem arises from this: they become lazy They become too lazy to try the new items on the menu They become too [...]

Pew Research Center just released a report on American adults and their use of mobile and social location-based services. The numbers foretell the impending future and here are some of the stats: – Adult usage of location based check-in services rose from 4% to 12% in one year – 1 out of 5 18-29 year [...]

There’s no question about it: there is so much new technology out there that one can get completely overwhelmed with the myriad of options.  When it comes to choosing the right technology, one must think about the short-term and long-term benefits of partnering with a 3rd party company. Key questions that you much ask yourself: [...]

There’s a famous scene in ‘Office Space’ in which Jennifer Aniston gets fired by her strict boss for “only wearing the minimum amount of flair” as a waitress at her local uber-happy bar & grill. The scene was obviously written to be hilarious and over-the-top, but I imagine a number of waiters, waitresses, and regular [...]

As I write and work in the loyalty space, I sometimes stop to think about the places I consider myself loyal to. There aren’t a lot of them; I frequent my grocer and use a friend’s phone number instead of a club card, and I usually don’t cave to the deals offered by loyalty programs. [...]

I recently came back from a conference, the Franchise Consumer Marketing Conference, and at the conference listened to a panel of franchise marketing executives speak on successful marketing and customer loyalty tactics. One of the panelists, a CMO of a Fortune 1000 company addressed the importance of customer experience and brought up the notion of [...]

Welcome back! In the first part of this series we looked at how Facebook was used to market a restaurant, int this article we’ll look at how Twitter and Mobile Marketing can be used to promote your restaurant to customers so that they always think about you. Social Media Tool Number 2: Twitter I’m going [...]