Archive for the “Guest Engagement” Category

3 Data-Backed Marketing Tools for Connecting with Your Customers

In the age of Big Data, having a wealth of information can be both a blessing and a curse. There are a lot of valuable insights to gain, but you need a team with the right skillset to determine what is important and apply it to the creation of effective campaigns as well as your overall marketing strategy. Since no solution is going to work for every brand, taking a deep dive and developing a customized approach will always yield the best results.

Here are three data-backed tools that you should consider implementing to engage customers and increase sales:

  1. Subscriptions: Falling under the larger umbrella of stored-value payment, subscriptions are a growing trend. Some brands choose to let their customers load prepaid meals onto an account, which is not much different than preloading cash to spend. In both cases, when guests store value on a card or in an account that’s linked to a loyalty program, visits and spend typically increase. Prepaid meal passes have sometimes resulted in incremental spend being boosted by up to 80%. When stored value is paired with auto-reload features, it can produce additional benefits like a 15% increase in weekly visits.
  2. Artificial Intelligence: More than a hip term, AI is a tool that is helping marketers determine the most impactful ways to reach their guests at a reasonable cost. Taking individualization beyond bands and segments allows marketers to optimize promotions and maximize their ROI. One-to-one visit challenges that offer rewards based on individual guest behavior have generated remarkable results. One such challenge saw the number of visits increase 10.5% across all guests and almost 28% among those who were already visiting somewhat regularly. Choosing the right promotion can entice more visits and spend from even your best guests.
  3. Segmentation and Predictive Scoring: Targeting guests by likelihood to take actions can further refine any marketing strategy. Whether guests are inclined to visit once a week or once a year, you can craft promotions that will work for each segment. Thoughtfully structured campaigns typically drive a 15-25% increase in visit frequency and prompt behavior changes like visiting at a different time of day, spending more, and trying new products. Predictive models can also be used to identify segments that are likely to visit without receiving an offer, helping you avoid cannibalization.

In the hands of the right data insights team, these tools will motivate increased visits and spend, which ultimately leads to improved top-line sales. To learn more about building a successful loyalty program, download “Target Low-Frequency Guests. Here’s Why.

5 Ways to Make the Guest Experience Frictionless

Your guests increasingly expect frictionless experiences when dining out. Whether customers choose to visit a fast-casual or full-service restaurant in person or have their favorite meal delivered, making their interactions with your brand seamless from start to finish should be high on your priority list. Here are five of the top ways you can remove potential speedbumps and deliver the best possible frictionless guest experience.

  1. NFC Loyalty ID
    NFC Loyalty ID represents the intersection of convenient payment and guest engagement. Through innovative technology, retailers can provide frictionless guest experiences while at the same time capturing data and offering easy program enrollment. Many guests already have their phones in their hands while waiting in line, so a simple tap at an NFC-enabled payment terminal lets them make purchases without having to dig through purses or wallets for a means of payment. Enrolled guests earn and redeem rewards with that same tap, while those not currently enrolled will be prompted to join, making NFC Loyalty ID an easy way to acquire more members while keeping existing ones engaged.
  2. Pay-by-Mobile
    Did you know that guests at a full-service restaurant wait an average of 12 minutes between the time they request their check and when their transaction is complete? This time spent waiting often leaves a negative last impression for guests who might have otherwise enjoyed the meal. With Pay-by-Mobile, guests can load their bill onto the restaurant’s mobile app and pay as soon as they are ready. By eliminating the waiting period, the guests have better experiences, the restaurant can more quickly turn the table over during peak times, and servers receive higher tips.
  3. Online Ordering
    For guests on the go, the ability to place an order online and pick it up without having to wait provides the convenience they seek. In order to deliver the best possible experience for your guests, in-store pickup needs to be as quick and easy as the ordering process. If guests have placed an order online to avoid a wait, you shouldn’t make them stand in line to pick up their meal. Having a clearly marked designated area for picking up online orders eliminates the last chance for friction and ends the guest experience on a high note.
  4. Delivery
    For many of your customers, the most convenient option is often not going out at all, but rather, having their meals brought to them. Since delivery is predicted to constitute 40% of restaurant sales by 2020, many restaurants view it as a necessity. By making delivery available through your mobile app and coordinating it with your loyalty program, you will gain rich data for your marketing strategy and learn which promotions are likely to be the most effective.
  5. Stored Value
    Like NFC Loyalty ID, stored value presents another way that guests can pay for purchases without having to put down their phone. By loading money onto the mobile app, guests are making a commitment to your brand and ensuring that they will return for future visits. When their balances are running low, guests can be prompted to load more money onto their accounts or encouraged to sign up for auto-reload. These options provide guests with the peace of mind that they will always be able to cover their next purchase.

Learn more about ways you can make your guest experience frictionless by calling Paytronix at 617-649-3300, extension 5 or request a demo today.

3 Ways to Make a Working Lunch Work for You

 

According to a recent survey by Tork, millennials are three times more likely than baby boomers to believe that coworkers would judge them negatively for taking a lunch break. With millennials now constituting the majority of the workforce in the United States, their reluctance to eat during the workday is putting a dent in weekday-afternoon traffic. To counteract this mindset, brands are taking some interesting approaches. Potbelly, for instance, has partnered with UberConference to play hold music with humorous lyrics meant to make listeners crave a sandwich during afternoon conference calls.

How can your brand attract more lunchtime customers? Here are three proven ways:

  1. Drive on-premises visits. Timely messages containing lunch promotions should be sent through email or SMS. A buy-one, get-one-half-off promotion is likely to entice people to bring their coworkers and move their meetings outside of the office. Providing Wi-Fi and ample places for electronics to be plugged in will accommodate guests who are looking to get work done while they eat. Even the old promotion involving business cards being placed in a fishbowl can be digitized, enabling entry for the prize with each lunch order.
  2. Offer advance ordering and quick pickup. People who are hungry but don’t feel like they have much time to spare will appreciate being able to order ahead, whether online or through a mobile app. Advance ordering that is frictionless and easy to navigate makes it convenient for this segment of your guests to grab some lunch and take it back to the office.
  3. Focus on corporate catering clients. One of the most common office perks is company-provided lunch. The average business spends $1,100 per month on catering, so having that type of revenue can easily compensate for fewer individual orders. Since 30 percent of catering customers order weekly, attracting clients by offering a catering rewards program can provide a significant boost to sales. And if you make a good impression, those corporate employees are likely to visit you on their own time.

To learn more about what you can do to attract lunchtime business, register for our upcoming webinar, “How to Win the Lunch Crowd,” which takes place on July 9th at 1 p.m. EST.

5 Summer Promotions to Deliver High Impact

Many restaurants face more of a challenge during the summer months, when regular guests may be out of the area on vacation or taking advantage of the warm weather to grill at home. Using your guest engagement platform to create innovative campaigns will help drive visits and incremental spend. Check out these five proven ways that your restaurant can keep your guests engaged and excited all season long.

1. Prepaid Meal Passes
Last summer, HuHot Mongolian Grill revamped its traditional summer gift card promotion and launched the HuHot Grill Pass.  During the month of July, guests purchased the Grill Pass for 5, 11, or 25 entrées and had until the end of the year to redeem them. Since the guests had prepaid for their meals, they were more likely to buy additional items like appetizers and desserts. In fact, HuHot found that purchasers spent 80% more than the cost of the Grill Pass during the redemption period. Because of the initial expense, these passes keep guests coming back again and again.

2. Instant Wins

July is National Hot Dog Month, which presented a perfect opportunity for National Coney Island to reward its guests with instant wins. Throughout the month, new and existing program members had the chance to win free menu items like beverages or fries with every swipe of their loyalty card. After winning, guests had 14 days to come back and claim their prizes. This instant-win promotion not only created excitement but also delivered huge impact for National Coney Island’s business, nearly doubling enrollment and increasing visits by almost 40%.  

3. Quests

Giving your guests the opportunity to complete a quest in order to receive a reward is a great way to increase transactions. The Yogurtland Flavor Quest challenged guests to visit and earn stamps in a virtual passport by trying new flavors that were released throughout the summer. The more new flavors they tried, the more yogurt they could earn at the end of the quest. In the first year that this promotion was run through the Yogurtland loyalty program and mobile app, participation tripled and 32% of the participants visited once a week or more.

4. One-to-One Visit Challenges
Giving your guests reasons to visit their favorite location more frequently is a successful way to increase your sales. With one-to-one visit challenges, you can vary the length or the number of visits needed in order to maximize ROI. Whereas infrequent guests might have to make fewer visits over a longer time span, your best guests may need to visit more often over a shorter period to complete the challenge. Using machine learning to figure out the best challenge for each guest gives you the best chance to truly drive incremental visits during these slower months.

5. Win Back Campaign
Summer is a great time to attract guests who haven’t visited recently through a win-back campaign. One particular restaurant experienced great success by sending the richest offers to guests who hadn’t visited in the past 12 months and lesser offers to those who were already actively engaged. During one of its win-back campaigns, the number of visits from infrequent guests increased by 176%. Once these guests have returned, there will be opportunities to keep them coming back all summer.

Learn how you can introduce these high-impact promotions to your marketing strategy – by calling Paytronix at 617-649-3300, extension 5 or requesting a demo today.