CHAPTER SEVEN: BUILDING LOYALTY
While discounts and rewards/loyalty programs add value, they aren’t the only currency when it comes to loyalty. What’s ultimately most effective may be the quality of customers’ experiences. Restaurants that build genuine customer loyalty through exceptional service and by creating connections with customers will find that those relationships not only help insulate them in tough times – they will carry them into the future. It’s important to:
• Understand the power of genuinely loyal, committed customers and how to nurture them.
• Make customers feel valued and respected – and get to know them.
• Provide employees with incentives and resources to deliver the best possible service and nurture their loyalty as well.