Measuring Customer Sentiment To Improve Your Restaurant Business

Use artificial intelligence to identify your customer sentiment trends.

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What is Customer Sentiment?

There is no customer satisfaction metric that marketers can rely on more than accurate customer sentiment.

What’s more, it has become a data-driven measurement that has grown in popularity over the past few years as brands have realized the value of understanding what drives customer behavior.

Customer sentiment is customer perception of customer experience.

The customer experience is a customer-centric concept in customer relationship management that captures customer interactions with a company that leads to customer perceptions of quality, happiness, and satisfaction in the context of providing value for money.

The concept of customer sentiment was first introduced by marketing executives at Procter and Gamble in the 1980s, who found that customer feedback provided invaluable insights into how to improve their business.

While there are many ways for companies to measure customer sentiment today, one popular approach is through sentiment analysis – or measuring emotions based on words used when writing online reviews.

Customer sentiment is now such an important metric that about two-thirds (64%) of companies consider customer sentiment analysis key to measuring customer engagement and nearly half (49%) say tracking trends is a key benefit they can take advantage of from customer sentiment analysis.

 

How to Measure Customer Sentiment

In today’s marketplace, consumers are going online to leave restaurant ratings and reviews more than ever.

This makes the online ratings and reviews websites a perfect place to collect and study the reviews to identify customer sentiment. Customers are becoming more social, and customer reviews have become an invaluable customer sentiment tool.

This is especially true in the wake of a pandemic that has changed how consumers discover and choose businesses online.

Perhaps the most powerful of these online reviews sites is the behemoth Google. Nearly 60% of all consumers use Google to find reviews. Plus, almost half of all internet users say they post a review at least once a month.

Another powerful channel for ratings and reviews is Facebook. There are nearly 3 billion users on Facebook in 2021, and according to DataReportal, it is the most popular social media platform.

It only makes sense that these are the go-to platforms to study ratings and reviews to measure customer sentiment.

However, they are not very helpful if you are not consistently getting reviews. Fortunately, Bloom Intelligence can help.

How Bloom Helps You Get More Customer Reviews

Bloom Intelligence can sense when customers arrive and leave your place of business by using your WiFi access points. A customer only needs to log into your WiFi one time for Bloom to collect their email address.

When one of these customers leaves your restaurant, Bloom can send them an email message asking them to rate their recent experience. It can be configured to do this after every x visits, or only once so that the customer doesn’t receive the message every time they visit.

The message contains text asking them to rate their recent experience on Google, Facebook, and/or directly on Bloom’s platform. There are links in the message to the restaurant’s ratings page on the sites.

If the customer, for instance, clicks on the Google link it takes them to the restaurant’s Google My Business rating page. The customer leaves their star rating and a review, and it is posted on Google.

Manage All Reviews in One Place!

With Bloom’s integrations, the rating and review are sent to the Bloom platform in real-time. With Bloom, you can see all of your Google, Facebook, and Bloom ratings all in one place!

Moreover, you can respond to all of the reviews from Bloom and your responses will be sent to Google or Facebook automatically.

Being able to manage reviews like this in one easy-to-use platform saves a tremendous amount of time and resources.

 

In addition to helping you build more positive ratings and reviews, the message that customers receive also has a link for them to use if they had a negative experience.

If they had a bad experience, it prompts them to contact you directly, giving a frustrated customer the ability to vent their issue directly to your organization rather than to their friends and in online communities.

Over time, you will see your ratings improve as you collect a consistent stream of new positive ratings and reviews on Facebook, Google, and Bloom.

 

Using AI to Measure Customer Sentiment Easily

Now that you have a consistent stream of reviews on these popular online ratings and reviews sites, and you can monitor them all in on platform, it’s time to start identifying customer sentiment and spot trends and apply them to your restaurant marketing and operations strategies.

For example, you may discover consistent negative reviews about a certain menu item being too salty or not large enough in portion size – so you change the recipe and increase portion size. This is a great example of being able to make positive changes based on customer sentiment.

This is valuable and unsolicited customer feedback at no cost.

It tells you what customers like and dislike about your product or service. It also provides you with extremely valuable information on why they feel that way.

To get the most out of this data, you need to be able to focus on the big picture while also looking at specific details.

Bloom Makes it Easy

Using Bloom’s artificial intelligence sentiment analysis tools, customer feedback becomes clear and useful information that can help you make targeted changes to improve your marketing, operations, and overall customer experience.

Bloom uses artificial intelligence to analyze all of your reviews and provide you with an AI-driven word cloud to show a graphical image of positive, neutral, and negative words and phrases from all of your reviews on Google, Facebook, and Bloom.

Customer Sentiment Word Cloud

 

The word cloud displays the keywords and phrases that are found the most often in your customer reviews.

It then splits these words and phrases into positive (green), neutral (grey), and negative (red) buckets. As it produces the word cloud graphic, the most-used words and phrases appear larger.

For example, in the image above, you can see in the negative bucket that long wait times and parking issues are mentioned much more than “salty” or “Mediocre” are mentioned.

Using the example above, you can see that customers enjoy the food, but are frequently upset by the limited parking and long wait times.

 

“Fantastic personalized customer
experience. Definitely a big help
with the growth of our business.

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Use Customer Sentiment to Improve Your Business

Perhaps you notice consistent positive comments about the cleanliness of your front-of-house. You can use those reviews in your marketing to tell the world what other people are saying and experiencing.

If, on the other hand, you notice consistent comments about uncleanliness, you can begin paying more attention to keeping your restaurant clean and clutter-free.

Or perhaps your great ratings mentioned a specific person on your wait staff. If so, perhaps you could make that server a trainer for your new employees.

Again, it is important to take the time to consistently monitor online ratings and reviews to spot trends and make marketing and operational changes to improve your business.

It’s time to get serious about using your restaurant’s ratings and reviews to measure customer sentiment.

Customer sentiment is a very important aspect of running a successful business.

This can save you time and money, and let you do what you do best – run your business!

In today’s competitive environment, it is imperative to be purposeful about creating automation to keep your customer sentiment positive, and having processes in place to find new customers, improve your online ratings, bring back lost customers, and increase your customer frequency.

Bloom can do it all for you.

If you’re ready to start increasing your ratings, and improving customer sentiment to drive more revenue, call us at 727-877-8181 or schedule a demo here and we’ll show you exactly how it’s done!

 

“Invaluable to anyone in need of
foot traffic metrics and
retargeting marketing solutions.”

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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

WiFi Marketing FAQs

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. Also, the performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Why are WiFi Analytics Important for Effective WiFi Marketing?

WiFi Analytics is the process of collecting and analyzing anonymous data from WiFi-enabled devices through WiFi access points. This provides key performance indicators (KPIs) such as dwell times, frequency, and other advanced location analytics for physical locations. Once a customer opts into the Guest WiFi landing page their individual presence analytics are associated with the customer's profile. This process enables WiFi marketing platforms to track the performance of all campaigns sent to customers down to someone walking back into their door.

How Are Customer Profiles Built with Smart WiFi Marketing?

First, a customer profile is a description of a business’ customers typically stored in a company’s customer relationship management software (CRM). It includes demographics, behavior data, zip codes, birthdays, and customer contact information, such as email address or phone number. Enterprise WiFi marketing solutions automatically build customer profiles for physical locations by combining customer data from multiple different sources such as your Guest WiFi landing page.

What is Remarketing with WiFi?

WiFi Remarketing allows business owners and marketers to send targeted advertising and behavior-driven promotions to people, via online advertising and email marketing, to customers who have logged into your guest WiFi.

The Power of Positive Customer Sentiment

Optimize restaurant marketing in 2021

Optimize retail &
business operations

Track restaurant marketing in 2021

Track attribution of
customer campaigns

wifi marketing for new customers

Trigger marketing
campaigns based on
marketing presence

how wifi marketing helps

Measure the health
of corporate & franchisee
locations

wifi marketing for coffee shops

Compare locations or
group of locations to
quickly identify opportunities
or threats

Are you ready to grow
your business with a
restaurant customer
intelligence platform?

If so, find out how Bloom Intelligence’s customer experience
platform measures offline customer behavior and builds
customer sentiment.

So, it’s time to start leveraging your guest WiFi to gain a
competitive edge. Then watch your profits grow.

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