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A&nbsp;successful service recovery strategy&nbsp;can help businesses to increase customer retention and revenue after a service failure. <a rel="noreferrer noopener" href="https://stampede.ai/blog/the-secret-to-successful-service-recovery-in-hospitality-one-part-1/" target="_blank">Part one of this series</a>&nbsp;focused on the complaint handling steps that should be part of a service recovery strategy. However, there are some other critical factors that play an important role towards its success and ultimately customer loyalty.



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<h4 class="wp-block-heading" id="h-4-success-factors-for-your-service-recovery-strategy">4 Success Factors For Your Service Recovery Strategy</h4>



<h4 class="wp-block-heading">1) Response Speed</h4>



<a rel="noreferrer noopener" href="https://www.customerservicemanager.com/customer-service-facts/" target="_blank">Up to 96% of customers will stay with a business</a>&nbsp;if they feel that the company has acted quickly on their complaint. Time is indeed of essence for a successful recovery.&nbsp;



You want to reach out to the customer whilst the experience and memory are still fresh. Therefore, your&nbsp;first response has to be almost immediate. Make sure to always keep an eye on your recent reviews and ask for regular feedback to catch any complaints early on.



But equally important is the&nbsp;timeframe between the actions taken. A speedy apology will be worthless if you take too long to resolve the issue. Also, communication is important here. Provide your staff with tips on how to keep customers updated about the progress made and next steps.



<h4 class="wp-block-heading">2) Empowerment</h4>



Empower your staff to make their own decisions&nbsp;during the recovery. They should be able to take necessary measures (within guidelines) without having to ask for approval first. Some bigger brands, like The Ritz-Carlton Hotels or Virgin even have a fixed service recovery allowance per employee.



The fewer people that are involved in the service recovery the easier and quicker it will be for your customers. So, if you empower your employees to take ownership, they will act as the&nbsp;main contact person&nbsp;throughout.



Besides, allowing your staff to handle the complaint using their own judgment and authority is a great morale booster for them.



<h4 class="wp-block-heading">3) Staff Training</h4>



To succeed with your service recovery strategy, you have to provide your team with the&nbsp;right skill set. This involves regular training to make them more confident when dealing with complaints.&nbsp;



Equip them with a clear step-by-step process they can follow along, similar to the&nbsp;<a rel="noreferrer noopener" href="https://stampede.ai/blog/the-secret-to-successful-service-recovery-in-hospitality-one-part-1/" target="_blank">LEARN framework</a>&nbsp;we had a look at in the first part of this series.&nbsp;



And make sure to&nbsp;record your incidents&nbsp;and the outcome to share it with the whole team. This is the best way to improve your processes.&nbsp;



<h4 class="wp-block-heading">4) Compensation Matters</h4>



The most important factor in your service recovery strategy is to match the compensation to the type of failure and develop&nbsp;individual strategies for each customer.



In general, a financial compensation often won’t do the trick towards customer loyalty. It&#8217;s what customers would at least expect after a complaint. You have to find a solution that reassures them of your commitment to delivering on your promised customer experience.



The trick is to go the extra mile. Apply an experience-driven recovery approach, which means addressing customers emotionally by focusing on their needs. This way the newly created experience will make up for the failure that happened before. Which leads to an increase in their loyalty.

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[Part 2] How To Win-Back Unhappy Customers

We’re in an era where individuals expect free, fast, secure WiFi wherever they go. This demand has created a gap in the market where small business owners can harness the power of a secure WiFi network to engage customers. It’s an opportunity to subtly nudge individuals into your store or restaurant without “obviously” selling to them. And let’s face it – “obvious” sales should be left back in the 20th century. 







When looking at <a href="https://stampede.ai/blog/the-future-of-restaurant-marketing/">recent marketing trends</a>, people tend to stay loyal to businesses that offer a personal service. They also prefer supporting services that are proactive when it comes to social responsibility. Add this to a stable and effective WiFi marketing campaign and there you have the perfect all-round customer engagement solution. 



<h4 class="wp-block-heading">A Recap on What WiFi Marketing Is</h4>



Perhaps we’re jumping the gun and you’re not yet familiar with the new buzz-phrase “WiFi Marketing”. Let’s quickly recap and take a look at the concept. 



WiFi marketing is the process where visitors provide certain important details. I.e. email addresses and phone numbers in exchange for the free use of your business’s WiFi network. Individuals enter these details by accessing a login area on their smartphones. 



Once a business has these details, an opportunity is created where they can communicate with potential customers on a more specific level. Individuals can now be reached via text message, email, or through <a href="https://stampede.ai/blog/rock-your-restaurant-with-wifi-and-instagram/">social media channels</a>. 



Think of it as a way to tap people on the shoulder through their mobile devices and say, “Hey, we’re still here and we have something great to offer!”



<h4 class="wp-block-heading">Why Is WiFi Marketing Important?</h4>



According to <a href="https://www.brickandmobile.com/mobile-stats/">Brick &amp; Mobile</a>, 84% of small businesses have reported that using mobile marketing methods increased their customer loyalty base. 



At the same time, <a href="http://www.devicescape.com/press-release/survey-quantifies-business-benefits-of-amenity-wi-fi/">62% of local consumers</a> spend more time in a store if WiFi is available.



It’s just a win-win situation!



<a href="https://stampede.ai/blog/how-marketing-with-wifi-benefits-your-business/">WiFi marketing</a> gives customers access to your wireless network and you get access to their information. This information is invaluable when it comes to creating a personal service and effective targeted marketing campaigns that truly engage people and their wants and needs. 



<h4 class="wp-block-heading">Engaging Your Customers</h4>



One of the best things about WiFi marketing is that it gives you an <a href="https://stampede.ai/blog/the-marketing-power-of-wifi-analytics-for-your-business/">in-depth insight</a> into the buying trends of consumers. The platform allows you to <a href="https://stampede.ai/blog/the-marketing-power-of-wifi-analytics-for-your-business/">keep track of the customers</a> who have signed-up to your network by storing their following information:



<ul><li>How often they enter your establishment and how long they stay on average</li><li>Which promotional material they engage with</li><li>What they generally purchase</li><li>How often they make purchases</li></ul>



And so on…



Now, you have a better idea of who your customers are and when and how often they visit your location. This data can be added to your CRM and other online engagement tools.&nbsp;



WiFi marketing also gives you the power to automate and personalise your messages based on customer demographics and frequency of their visits. 



It allows you to engage with your customers by implementing the following communication strategies:



<h4 class="wp-block-heading">Proximity Marketing</h4>



Proximity marketing refers to the act of delivering targeted messages based on your customers’ behaviour while they were visiting your establishment. You can send out targeted promotional offers based on demographics, frequency of visit, and buying preferences.



For example, John Smith frequents your deli to purchase your famous chicken and avocado sandwich. So, you can send him a personalised message when this sandwich is on promotion – or you can simply remind him that “hey, it’s lunchtime and chickens on the menu”. 



<h4 class="wp-block-heading">Campaigns</h4>



<a href="https://stampede.ai/blog/a-complete-guide-to-marketing-automation/">SMS, email, and push-notification campaigns</a> can be created to engage with customers who might visit you regularly. These portals can be used to send promotional messages, to invite individuals to participate in a competition you might be hosting. Or to simply remind them that you exist and that your doors are always open to them. 



By sending out subtle messages, you remind individuals that you are eager for their business. Also, that you are willing to provide them with the things that they want. 



<h4 class="wp-block-heading">Social Marketing</h4>



When you ask customers to provide their details, you can do so by providing them with a splash page that features your branding information. Your guests are then given an option to share this information or to post a message on their social network profiles. This helps to increase social visibility for your brand.&nbsp;



Essentially, when one customer signs-up to your network, you can potentially reach out to their friends on social networks too.&nbsp;



<h4 class="wp-block-heading">Wrapping it up…</h4>



WiFi marketing creates a bridge that allows information to flow in both directions. In the future, the extent of this information will broaden and businesses will have access to endless marketing opportunities. You will be able to engage with customers on an extremely personal level. This allows them to indulge in your loyalty programmes and constantly inviting them back to your venue for another visit. 



Returning customers spend on <a href="https://www.bain.com/">average 67% more than first-time customers</a>. This means that you want to do everything you can to retain the customers you have while improving their experience with every visit. WiFi engagement is one such solution. 



Why not give it a go with our WiFi Marketing software?



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Engaging Customers Through WiFi Marketing

Tammie Hurrell

Montpeliers Group

Sarah Sinclair

Moonwake Beer Co.

Grant Murray

CRU Holdings

Kitty Evans-Smith

atis

Emma Luke-Ward

Lane7 Group

Steve Watson

Signature Pub Group

Arthur Campbell

Brother Marcus

Deniss Petrovs

Cocktail Embassy

Nick Gregory

Society Manchester

Shivani Kenth

Zindiya Streatery & Bar

Graham Atkinson

Butta Burger

Lottie Bedford

Birdhouse London

Chris Hughes

Mele Group

Chris Aitchison

Bar Tonic

Oliver Etridge

First Restaurant Group

Ieuan Davis

The Coal Exchange Hotel

Home

A new kind of marketplace for hospitality apps

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UGC Revolution: How User-Generated Content is Reshaping Marketing Strategies

AI In Hospitality Marketing: A Complete Guide

4 Ways To Optimise Your Hospitality Business With AI

The Pros And Cons Of Using AI In Hospitality

3 Time-Saving Newsletter Tips to Keep People Engaged

Just in time for the busy festive period our engineering team have put together a brand new level of reporting on the Stampede software: Multi-site reporting.



As we begin working with more and more multi-site clients, the need to provide this level of detail for their marketing and management teams became a big priority. The new reporting suite allows users to compare all their locations working with Stampede, side-by-side across our numerous metrics.



<h4 class="wp-block-heading">How Does It Work?</h4>



At a glance, users can now compare metrics like customer dwell time between their top performing venues, which venues have the highest review scores or easily spot which venue has the most return visitors. Likewise, the reporting can be used to spot potential issues such as a venue with lower than normal new customer numbers. 



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="1024" height="420" src="https://stampede.ai/wp-content/uploads/2019/11/Total-Customers-1024x420.png" alt="" class="wp-image-13656" srcset="https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-1024x420.png 1024w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-300x123.png 300w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-768x315.png 768w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-1200x492.png 1200w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-150x62.png 150w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-592x243.png 592w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-146x60.png 146w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers-219x90.png 219w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Total-Customers.png 1226w" sizes="(max-width: 1024px) 100vw, 1024px" /><figcaption>Each location displayed as a bar on the graph</figcaption></figure>



Managers responsible for looking after multiple separate locations will find this time saving, but also incredibly insightful to help spot new trends and opportunities with their venues. You&#8217;ll be able to clearly identify the impact of your other marketing and advertising activities on your venues. Running an event for the first time at one site? You can see the business uplift versus other sites and getting planning for your next event, building on the success.



If you&#8217;re using our Reviews feature you&#8217;ll be able to compare all your locations review scores side by side. Using this info you can then make extra efforts to improve those sites with weaker scores. Dive in to the Reviews section of that site and read your customers&#8217; feedback. In our experience, there&#8217;s always a few easily identified trends that can make for a quick win.



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="1024" height="419" src="https://stampede.ai/wp-content/uploads/2019/11/New-Customers-1024x419.png" alt="" class="wp-image-13652" srcset="https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-1024x419.png 1024w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-300x123.png 300w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-768x315.png 768w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-1200x492.png 1200w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-150x61.png 150w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-592x242.png 592w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-146x60.png 146w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers-220x90.png 220w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/New-Customers.png 1228w" sizes="(max-width: 1024px) 100vw, 1024px" /><figcaption>Total across all venues is displayed top-left</figcaption></figure>



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="1024" height="420" src="https://stampede.ai/wp-content/uploads/2019/11/Return-Customers--1024x420.png" alt="" class="wp-image-13653" srcset="https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--1024x420.png 1024w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--300x123.png 300w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--768x315.png 768w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--1200x493.png 1200w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--150x62.png 150w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--592x243.png 592w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--146x60.png 146w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers--219x90.png 219w, https://website-backend.stampede.ai/wp-content/uploads/2019/11/Return-Customers-.png 1228w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure>



<h4 class="wp-block-heading">Accessing the reports</h4>



To find Multi-Site reporting in the Stampede system head to Analytics -&gt; Multisite. You can change the date ranges and sort the columns by the stats you want to compare. Below the table you&#8217;ll find charts for each of the metrics with all your venues lined up

New Product Feature: Multi-site Reporting

[vc_row bg_type=&#8221;color&#8221; padding_top_multiplier=&#8221;&#8221; padding_bottom_multiplier=&#8221;&#8221; bg_color=&#8221;#ffffff&#8221;][vc_column width=&#8221;1/6&#8243;][/vc_column][vc_column width=&#8221;2/3&#8243;][fildisi_modal modal_id=&#8221;leave-feedback&#8221;][vc_row_inner][vc_column_inner width=&#8221;1/6&#8243;][/vc_column_inner][vc_column_inner width=&#8221;2/3&#8243;][vc_custom_heading text=&#8221;Feedback&#8221; use_theme_fonts=&#8221;yes&#8221;][contact-form-7 id=&#8221;2323&#8243; title=&#8221;Feedback&#8221;][/vc_column_inner][vc_column_inner width=&#8221;1/6&#8243;][/vc_column_inner][/vc_row_inner][/fildisi_modal][/vc_column][vc_column width=&#8221;1/6&#8243;][/vc_column][/vc_row][vc_row bg_type=&#8221;image&#8221; bg_image=&#8221;15599&#8243; bg_image_size=&#8221;responsive&#8221; padding_top_multiplier=&#8221;5x&#8221; padding_bottom_multiplier=&#8221;5x&#8221; columns_gap=&#8221;60&#8243; font_color=&#8221;#ffffff&#8221; el_class=&#8221;try-it&#8221;][vc_column text_align=&#8221;center&#8221; css=&#8221;.vc_custom_1583788662441{padding-top: 50px !important;padding-bottom: 40px !important;background-color: #1f2888 !important;border-radius: 20px !important;}&#8221;][vc_custom_heading text=&#8221;Check out our news&#8221; font_container=&#8221;tag:h2|font_size:45px|text_align:center|color:%23ffffff|line_height:65px&#8221; use_theme_fonts=&#8221;yes&#8221;][fildisi_empty_space][fildisi_button align=&#8221;center&#8221; button_text=&#8221;Go to Blog&#8221; button_hover_color=&#8221;primary-2&#8243; button_shape=&#8221;extra-round&#8221; button_link=&#8221;url:https%3A%2F%2Fstampede.ai%2Fblog%2F|||&#8221;][/vc_column][/vc_row]

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The Restaurant Food Delivery Wars

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Have you ever wondered if it would be a good idea to use coupons for your restaurant business?&nbsp;The simple answer is that sales promotions can do wonders for businesses in the hospitality industry because people love a good deal!&nbsp;So offering sales promotions in your restaurant is not a matter of choice, its a must.







Related Article&#8211; <a href="https://stampede.ai/blog/infographic-how-likely-are-people-to-act-on-promotions/">https://stampede.ai/blog/infographic-how-likely-are-people-to-act-on-promotions/</a>



Consider this; <a href="https://www.retailmenot.com/digitaldiners2017">80% of diners</a> have expressed that they are more likely to try a new restaurant if they can find a good deal and <a href="http://www.valassis.com/about-us/newsroom/item/160829/new-valassis-research-points-to-rise-in-print-and-digital-coupon-use">57% of millennials</a> actively look for restaurant coupons online before they plan to eat out.&nbsp;



So the fact is that consumers in the online age naturally expect restaurants to give them discounts, deals and coupons. And if you aren’t giving them any, then chances are that your competitors are more than happy to oblige them.&nbsp;



But restaurant sales promotions aren’t a one-time campaign. These should be implemented over a long time to help you attract and retain patrons to increase the customer lifetime value for your business.&nbsp;



Remember, promotions create happiness. Even a small discount can increase oxytocin levels in humans by 38%, making them feel unique and joyful. This is all the encouragement that some people need to order something at your restaurant.



Ultimately, there is no denying the fact that promotions can have a considerable influence on your prospective customers.&nbsp;



Businesses have to engage their guests and make them feel valued if they are to succeed in the hospitality industry. Make your customers believe that they are investing in an experience and not just spending money on food.&nbsp;



Here are six ways that restaurants can reach out to their guests using promotional tactics that are sure to work.



<h4 class="wp-block-heading">Restaurant Promotion Ideas That Work</h4>



<h4 class="wp-block-heading">Discounts</h4>



This infographic clearly shows that 42% of millennials and Gen Z prefer an upfront discount over free gifts.



Discounts can be seasonal, time-based or flat-off and all of these work very well – after all, <a href="https://blog.twitter.com/en-gb/2014/foodie-tweets-10-facts-about-twitter-restaurants-and-food">52% of diners</a> have said that they went to a restaurant because of discounts they found online.&nbsp;



<h4 class="wp-block-heading">Events</h4>



If you want to experiment with the way your restaurant makes and serves dishes but don’t want to risk losing existing customers, specials are a great way to build on the novelty.



Create <a href="https://stampede.ai/blog/free-restaurant-promotions-ideas/">theme-based seasonal events</a> or chef’s specials to entice a different kind of customer &#8211; someone who would enjoy seasonal items that aren’t commonly on the menu.&nbsp;



Plan these promotions around major events in your area such as concerts or cricket matches etc. For example, you could offer 10% off to people who have a ticket to an upcoming game.



<h4 class="wp-block-heading">Loyalty Programs</h4>



Fast food restaurants have made a lot of money through loyalty programs; these can sway <a href="https://financesonline.com/restaurant-statistics/">50% of customers</a> when they are selecting a place to dine out.&nbsp;



They also give guests an incentive to keep coming back for more and enjoy the benefits offered only to those in the program – also giving them a sense of accomplishment about the whole endeavour.&nbsp;



So, for example, if you have a bar or pub, you can tell your clientele to try every beer on the list to be eligible for a 5% discount for the rest of the year.



<h4 class="wp-block-heading">Deals</h4>



‘Buy One, Get One’ restaurant deals are one of the most <a href="https://stampede.ai/blog/how-to-use-pricing-and-promotions-to-make-customers-happy/">irresistible sales promotional</a> offers for anyone who loves good food.&nbsp;



And since 18-30-year-olds are always looking for affordable dining options and bar-restaurants, you can encourage them to pour into your eatery with the right BOGO and Happy Hour promotions. Keep the drinks cheap and flowing; also offer combo meals and free snacks with beer to keep them happy.&nbsp;



<h4 class="wp-block-heading">Combos</h4>



Take a look at your menu and see what items complement each other and sell them together. It’d be a good idea to bundle a mid-priced item with a more extravagant dish or a high-priced wine. Or you could take something from the fixed-priced menu and put it together with two extras that people wouldn’t usually buy – discount the bundle by 10% and we promise it will generate interest amongst the public.



As long as these dishes work well together and offer real value for money, people will come in to try them.



<h4 class="wp-block-heading">Host Giveaways And Contests</h4>



If you want to build a lasting relationship with your customer base, you must incentivise them to follow you and keep them interested in all that you have to offer.&nbsp;



Running giveaways and contests on <a href="https://stampede.ai/blog/rock-your-restaurant-with-wifi-and-instagram/">social media</a> is the key to increasing your follower count and gaining better engagement on your posts.&nbsp;



Common gifts and giveaways can include a gift card to your restaurant, a group lunch, a romantic dinner for two or whatever else the occasion and event demand.&nbsp;



<h4 class="wp-block-heading">Conclusion</h4>



Sales promotions don’t just help increase sales but also offer an opportunity to enhance brand awareness in your restaurant. As such, they compel 27% of consumers to opt for retailers they wouldn’t usually buy from<a href="https://stampede.ai/blog/infographic-how-likely-are-people-to-act-on-promotions/?referrer=stampede.ai">.</a>



We’d love to know if you plan to use these or other promotional tactics at your restaurant. <a href="https://stampede.ai/">Get in touch</a> with us to learn more about deploying the right marketing ideas for your restaurant business.&nbsp;



<a href="https://calendly.com/stampedeae/stampede-demo-request?month=2020-02">Book your demo!</a>

6 Restaurant Sales Promotions –  Which One’s Right For You?

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