1、How Food Services Brands Can Evolve Guest Experience ProgramsF RO M O P E R ATI O N S,TO O P TI M I Z ATI O N,TO A N I N N OVATI V E A N D VA LU E-D R I V E N A P P ROAC HThe Evolution of Guest Experience in Food ServiceThe evolution of guest experience and the food services industry have always bee

2、n in lock step.In fact,some experts believe that the need for restaurants to gather guest feedback pushed the larger customer experience(CX)industry to where it is today.However,in todays experience economy,a traditional guest experience program is no longer enough.Understanding and remedying cleanl

3、iness,service,and speed are still critical,but also mere table stakes in comparison to the truly innovative and memorable experience your guests are expecting.The issues todays food service providers face are more complex than ever,including:How do I attract the new wave of Millennials and Gen Zers

4、to choose my restaurant over others?What new items should I incorporate into my menu?“The premise of restaurant marketing is to connect with customers.However,the communication that restaurants initiate and respond to are often opportunistic,one-directional,and fail to drive value.”STEVE CARLIN,EXPE

5、RT INSIGHTS How do I protect my brand when using a third-party delivery service like UberEats or DoorDash?How do I improve efficiency to manage rising labor costs?These are all examples of the ever-evolving nature of the food service industry and,more importantly,the challenges a comprehensive guest

6、 experience program can help solve.Future-Proofing Your Guest Experience Program In the past,guest experience has been primarily used as a tool to detect and fix problems such as cleanliness,issues with staff,or food quality.This operational approach creates a consistent experience,but consistency d