• WiFi Marketing

Engaging Restaurant Customers Who Are Churning

by: Allen Graves On: April 12, 2021
4 min read

It’s no secret that your loyal customers are the lifeblood of your business. So when a customer changes their habit of visiting your establishment, do you have a way of knowing?  More importantly, can you entice them to come back?


There is an enormous amount of competition in the restaurant industry, and it doesn’t take much to shift a customer’s routine.

That change in routine can result in a customer who is at-risk of churning shifting into a fully-churned customer.

When it comes down to it, if your customer isn’t dining at your establishment, they are dining somewhere else.

Fortunately, there are solutions to help restaurateurs know when a customer is at-risk of churning. With these solutions, you can reconnect with your customer before their loyalty shifts to your competition. Perhaps the best way to understand customer behavior is by utilizing a WiFi marketing customer experience platform.

Analytics and Automation to the Rescue

Automation is a tool that can make our marketing efforts efficient and more productive. It will send pre-written marketing messages to customers when they meet specific criteria set by the marketer.

Using triggers or scheduled automation, you can make marketing tasks easier.

Automation helps with tasks that may slip through if we had to rely on our memory, or when we simply do not have the time to do it manually.

When it comes to utilizing automated marketing to engage at-risk customers, Wi-Fi intelligence can provide powerful insight.

Imagine being able to identify a churning customer and send a message without having to lift a finger:

“We haven’t seen you in a while and we miss you. We hope everything is well with you and look forward to seeing you soon!  We’d like to offer you a free appetizer with your next meal.  Hope to see you soon!  Your friends at….”

More importantly than what your message says – and content does matter – is letting your customers know they are valued on a personal level.

It is also a great way to stay top-of-mind. There is absolute truth in the proverb that states, “out of sight, out of mind.”

When you realize this means you must keep tabs on all of your customers to the best of your ability, the need for automation begins to take on more clarity.


Customer Retention

When it comes to retaining customers, automation can help us with doing things better than we could without automation – at least realistically speaking.

With WiFi marketing systems, we have the ability to see whether our customer has been to our location recently, regardless of whether they log in or not.

So, when it comes to recognizing and retaining at-risk customers, those employing a WiFi marketing and analytics platform have a distinct advantage.

We only need to examine a real-case scenario to see how this applies.

Recognizing the At-Risk Customer

Even if you manage a single-location family owned diner, you may believe you are “small enough” and have the volume to recognize and manage your at-risk patrons.

But if you consider the lost revenue from one loyal customer, not recognizing all of them can be significant.

What is the lifetime value of a customer? How many meals will they purchase over the course of time and what does that mean to your establishment?

If you are the owner or marketing director of a multi-unit franchise, you have multiple locations and losing customers can result in substantial revenue loss.

You simply do not have the luxury of being unaware of customer behavior when your competition is becoming more aware and proactive at enticing your customers to be loyal to them.


Turn Your Guest Wi-Fi Into A Revenue-Driving Machine

Regardless of the customer metrics you choose to track, from spending to engagement activity, recognizing pattern changes and trends is the concept that demands attention. Therein lies the needle in the haystack.

If your store serves 1,000 weekly customers alone, that’s 4,000 customers a month for whom you must study behavior data, locate trends, omissions and other behavioral benchmarks.

Having a dashboard to view exactly what is happening within a specific time period is vital. You’ll be able to see frequency of visits, customer repeat rates, dwell times, individual potentially churning customers and overall churn rates.

And, most importantly, you’ll have the ability to shape customer behavior resulting in fewer churns and positive business trends.

Realistically there is no way to accurately and feasibly employ the manpower to manage such data quantities.

This is the beauty and the magic of WiFi marketing, analytics and automation.

Building an automated marketing campaign tailored to your customer behavior and your operational practices can be a huge safety net for your business.

There will always be some customers that just can’t be saved – that’s just the nature of the business. But consider the many who can be saved.

This safety net will help you retain those who can be saved and that is worth every penny.

  • Acquiring new customer can be as much as 25 times more expensive than retaining an existing one.
  • A mere increase of 5% in customer retention equates to more than a 25% increase in profit.

The financial and business sense (and cents) of WiFi marketing, analytics and automation is evident.

Used effectively, you will foster relationships, promote trust and benefit both your restaurant and your customers.{{cta(‘ff109ec5-1b98-4869-82fd-89b671b4592d’)}}

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


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

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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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