• Customer Loyalty
  • Ratings and Reviews

The Biggest Reasons Why Customer Outreach Matters

by: Ron Zvagelsky On: October 2, 2020
4 min read

We’ve all heard the saying, “the customer is always right.” However, some customers are taking advantage of their high authority in today’s competitive digital environment. 

But unfortunately, ignoring negative feedback and guest reviews is like buying a money plant and not watering it. 

Nowadays, diners put a high emphasis on online reviews. In fact, if there are three or more negative business or restaurant reviews, the chance of losing customers jumps to 59.2%. Unfortunately, bad reviews during the COVID-19 pandemic can add even more insult to injury.

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Sadly, receiving too many negative reviews without responding or seeking positive ones can put a restaurant out of business.

Additionally, these four statistics illustrate the importance of positive online reviews and customer outreach.

  1. Brands with excellent customer outreach bring in 5.7 times more revenue than other brands.
  2. 90% of CEOs believe customer opinions have the most significant impact on operation strategies.
  3. Just 23% of restaurants respond to customers who provide negative feedback.
  4. Content from customers significantly impacts a buyer’s decision, with 70% of baby boomers and 84% of millennials being influenced by it.

So, how can restaurant owners stop negative reviews before they happen? And then, what is the best way to respond to an unhappy customer?

Fortunately, Bloom Intelligence automates the review generation process from guests. When a guest visits, an automated email asks them about their experience before they have the opportunity to leave a review. 

Then, if it’s a negative experience, restaurants can make it right by responding before the review gets onto popular online review sites. Additionally, an automated email can ask for their contact information to get in touch with the customer. 

Alternatively, an automated negative feedback follow-up email can provide an offer (with one-time redemption) to win back their business.

However, if the review is positive, a follow-up automated email invites them to leave their review on influential sites such as Yelp and UrbanSpoon.importance of customer outreach

So, now you know how to automate your customer outreach to improve reviews and experiences. But then, why does customer outreach matter?

 

1. You can go beyond selling your menu items and dig into what your customer’s goals are.

Indeed, responding to customer feedback and comments should focus on listening and providing solutions. 

However, there is a hidden value in the process of listening. You can learn about what customers need, what they want, and why. 

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With this data, you can focus on how you can improve experiences for every guest. 

Then, even if a situation is blown out of proportion by a customer, gaining their feedback is paramount for better restaurant operations. 

Additionally, transforming a positive review from a negative comment can provide valuable social proof to increase your customers. 

Fortunately, the more positive reviews you have, the more other customers view them as proof that your restaurant is an excellent place to visit.

2. You can understand what your customers need.

Indeed, beyond merely improving your customer’s experience, you can gain insights into what they need. 

Maybe they want to see a menu item that you do not currently offer. Perhaps your guest wants to see bundled course meals. Digging deeper and getting to know what your customers want and need is crucial.

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3. You can tap into their emotions.

Also, connecting with customers and showing them that you care about their thoughts and feelings can tap into their emotions. 

Then, if you can create a positive memory for a customer, you have a higher likelihood of gaining a customer for life.

4. You can grow.

Of course, a positive review will not only influence other guests to visit your restaurant. 

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But, it will ensure that the reviewer frequents your location multiple times and establishes loyalty. 

Additionally, it can increase the dollar amount that your reviewer spends at your location. In fact, almost 90% of buyers are willing to pay more for improved customer service. 

In fact, many restaurants focus on acquiring new customers so much that they forget about the value of existing customers. However, building a long-term relationship with a new customer is 16x more costly than building on an existing guest’s loyalty. 

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Of course, it’s never been easier with Bloom to establish a personal relationship with every single guest on autopilot. 

But now, understanding why and how to respond to customers is an integral part of growing a restaurant’s reputation and loyalty. 

With the right customer outreach program, a restaurant can bury negative reviews and gain lifelong relationships with customers.

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Restaurant Marketing FAQs

What is Restaurant Marketing?

Restaurant marketing is the process of getting people to visit your restaurants. Restaurant marketing creates loyalty, provides data to research, analytics, and allows restaurants to gain a better understanding of their ideal customer profile. It utilizes all customer channels: guest WiFi, website, social, rating sites, mobile apps, email, text, and advertising.

Learn More About Restaurant Marketing Here

What is WiFi Marketing?

WiFi marketing is a marketing technique that uses guest WiFi to collect & clean customer data such as names, emails, phone numbers, customer behavior, and demographics. This data is used to personalize marketing campaigns to increase customer loyalty, build online reviews, and save at-risk customers. The performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Learn More About WiFi Marketing Here

What is Restaurant Reputation Management?

Restaurant reputation management is the process for restaurants to manage customer feedback and creating systems to improve customer experiences, passively build positive online reviews, and save at-risk customers. It is a very important aspect of running a successful restaurant business.

Learn More About Restaurant Reputation Management Here

How Does Bloom Identify and Bring Back Lost Customers?

Bloom Intelligence uses machine learning to identify at-risk customers. When one is recognized, the system will send them a message with an incentive to get them to return and re-establish their visit pattern. Bloom users are seeing up to 37% of churning customers return.

Learn More About Saving At-Risk Customers Here

SAVE TIME, INCREASE CUSTOMER LIFETIME VALUES, CREATE NEW CUSTOMERS

What our happy customers
are saying

Austin Eggleston
Bob Cross, Vice President of Operations
Ron Murray
Matt Thompson, Managing Partner
Jacqueline Martin

“I highly recommend restaurants, dental/medical offices, and other businesses look into Bloom Intelligence as 1) their marketing technology is very powerful and 2) their team is AWESOME. As a marketing agency, Bloom has helped several of our clients grow their businesses via building their database and re-targeting them at the right time. Thanks Again!”

Austin Eggleston

“We’re extremely pleased with the wealth of customer data that we’re able to gather, at a very attractive price.  In addition, we’re able to communicate our new product promotions by using  the landing page as a digital billboard.  A “no-brainer” for anyone working with limited Marketing $$.”

Bob Cross, Vice President of Operations

Atlanta Bread Company

“This is an integral part of our local store marketing program. We use the e-mails we collect to tell our existing customers about various promotions, specials and discounts, and the analytics tools are amazing at capturing and displaying smart device activity in and around our store.”

Ron Murray

Atlanta Bread Company

“They have always been attentive through whatever needs and questions we have.

They go above and beyond to make sure our team and customers stay connected while helping us with our marketing efforts.”

Matt Thompson, Managing Partner

Madison Social

“I am currently working with Bloom Intelligence with Matt Ronay and Edward Kennedy. They are great to work with, respond quickly, and provide great support for noth my company and my clients. I have used other WiFi platforms but never received this level of service. I was looking for a service that would make it easy for me to sell WiFi lead generation and analytics to my clients without a lot of problems. They have provided this above and beyond. I highly recommend them to any agency looking to add this type of program to your services.”

Jacqueline Martin

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