How can you tell, accurately, how well your customer experience works when you are not on site? Do you have a monitoring system that works?
If someone complains to me personally, i know what to do... but what should I do when the complaint is online? Here's some guidance from F&B in hotels troubled by complaints in Tripadvisor.
The interesting thing about people is we like choice and we don't like choice.
In Singapore we know about the 5Cs, but that's primarily to keep our partners happy. In this interesting review customer service expert, Bruce Temkin outlines his 6Cs of customer service.
This may be the most important question you can answer when designing a restaurant or bar concept. It is definitely the most important question to answer when creating a marketing plan for your business.
The sad fact is only about 4% of dissatisfied customers complain. If a customer does not complain and has an issue that is not resolved, they are likely to go to the competition. The worst part about this is that is the organization isn't even aware that there was an issue.