With Mother’s Day always falling on a Sunday, it’s the all-time most popular holiday for dining out. Restaurants look forward to this special day as it is one of the most profitable holidays. According to this survey conducted by National Restaurant Association, more than one-quarter of American adults will celebrate Mother’s Day by dining out and 80 million American adults are expected to enjoy restaurant meals on May 12, 2013.
The potential of bringing new sales during Mother’s Day is such exciting news but don’t get carried away and lose sight of the customer experience you should deliver on this special day. People will remember their holiday dining experience — from the quality of the food to the level of customer experience delivered, every element can potentially make or break your chance with them. You want to achieve more than just drawing these new customers in for one-time dining experience – you want to keep them coming back after Mother’s Day.
So how do you deliver a dining experience so wonderful that your customers can’t resist coming back for other occasions? You need to first learn to walk in your guests’ shoes. What initially draws people to your restaurant versus another? Is it the menu, the location, the ambience or the review they read online? What is their first interaction with you like? Is the wait-staff attentive and helpful? How do they like their food? How fast is their food served? Do they have to wait for long before their bill comes? Customer Journey Mapping helps you examine all these factors that serve as potential key decision points for imposing brand standards and consistency in operations to ensure every visit is a perfect one. It also helps you determine the magic moments that need to be built, managed and monitored to ensure a differentiated and compelling brand experience.
Do you want repeat customers that attest to consistency of food, service and experience? Learn more about Customer Journey Mapping today.