When was the last time you really knew how diners at your restaurant felt about your service? Or know how often someone ate there, or even what items on the menu really drew them in. know’N’act can help you create lasting relationships with your customers, increasing loyalty and revenue. Use know’N’act to get feedback from customers on how they liked the food, ambience, service, facilities, and so on. You can also give them an opportunity to show and tell – upload a picture with their feedback so you know more about their experience, good or bad.
With this information you can engage them immediately and:
• Offer coupons that make them come back more frequently.
• Have them join your loyalty club – gather their email, name, and so on, so you can continue an ongoing relationship with them and keep them coming back.
• Ask them to nominate staff for an MVP award. You can use that award to incentivize your staff and keep them customer oriented.
• Ask them to vote on their favorite item on the menu and then publicize what people like best on any given week!
When you get a positive response:
• Ask them to join your loyalty club (know’N’act helps you set one up in minutes).
• Offer cross-sell or upsell opportunities in your store.
• Use their device ID to log into your CRM system (even if they don’t provide email and PII). This way you can track them over time and locations.
• You can also find out the next time they scan an item in one of your stores. You’ll know who they are and potentially what they bought as well.
• Give them an incentive (i.e. a coupon) to redeem with their current purchase. That way, you can track their purchase history against their unique PII or just their device ID.
If the feedback is negative:
• Trigger a real-time alert via text or email to your location’s manager to connect with the aggrieved customer in person.
• Auto-generate a coupon as an immediate appeasement.
• Ask them for more information including email, name, and phone – for an incentive. With this information, you can log them into your CRM system. You can then trigger an email that addresses the concern and leads to a coupon or similar response.
You can also use this feedback to:
• Track employee performance
• Track store performance by individual, by store, by manager, by geography/region.