1、/23Restaurant Consumer Trends Report3 Trends to Help You Acquire More Customers&Build Customer Loyalty This Year2023/INMOMENT TRENDS REPORTCOPYRIGHT 2023 INMOMENT,INC.ALL RIGHTS RESERVED.PG#03What Makes This Food Service Consumer Trends Report Different?PG#05A Closer Look at Our DataPG#08An Overview

2、 of the Food Service Trends You Need to KnowPG#11Trend#1:First Impressions Will Make or Break Your Customer LoyaltyPG#16Trend#2:Consumers Want to Be More Digital&More SocialPG#21Trend#3:CX Practitioners Need to Rethink Traditional Approaches&UnderstandingsPG#28How You Can Take ActionAt the beginning

3、 of each new year,its a given that you will have multiple consumer trends reports in your feed,inbox,and ads.But we can promise you,this report is unlike any youve seen beforeit was designed to inform your customer retention and acquisition strategies more than any report ever has.INTRO2023/PAGE|2SE

4、CTION 1What Makes This Restaurant&Food Service Consumer Trends Report Different?2023/PAGE|3The unspoken truth is that most consumer trend reports arent keeping up with your customers.Why?Because they are largely based on survey findings alone.However,only a fraction of your consumer voice can be hea

5、rd via surveys.Whether your restaurant is quick service or full service,you know that surveys dont tell you the full story.They dont take into account online and social media reviews,or what your employees on the frontlines are seeing in your restaurant.Leveraging these various signals will give you

6、 the most effective insights to shape your menu,staffing,and business strategies going forward.Thats why this Food Service&Restaurant Consumer Trends Report is derived from all available consumer data across multiple channels.To be more specific,we leveraged over 170,000 food service data points in

7、North America to access the findings youll discover today.SECTION 1|WHAT MAKES THIS RESTAURANT&FOOD SERVICE CONSUMER TRENDS REPORT DIFFERENT?SURVEY DATAFOOD SERVICE&RESTAURANT CONSUMER DATA2023/SECTION 2A Closer Look at the Data2023/PAGE|5SOCIAL SIGNALS TIKTOK,INSTAGRAM,FACEBOOK,ETC.First,we started

8、 with existing social signals about food service experiences from TikTok,Instagram,Facebook,Twitter,and beyond.We mined this data for topics and sentiment leveraging InMoments Spotlight solution.ONLINE REVIEW SIGNALS GOOGLE REVIEWS,DIGITAL,GLASSDOOR,ETC.We then added online review data about food se

9、rvice brands from Google,Glassdoor,and other sites via our Review Management solution(our integration with ReviewTrackers)into Spotlight alongside the social data.HISTORIC DATA 2022Next,we used Spotlight to aggregate InMoment food service consumer data from surveys and other sources in 2022.MARKET P

10、ULSE SURVEYOnce we mined all that existing data for trends and insights,we leveraged InMoments Market Pulse to fill in the blanks,hear consumer stories,and gain more context.So,where did those 170,000+data points come from?Here is a quick breakdown of how we went from collecting data to identifying

11、the need-to-know trends.So why does this approach make such a big difference?Because we are leveraging what we call an Integrated CX approach to consumer data,rather than just relying on a survey alone.This enables us to get a truly holistic perspective of consumer behavior.Additionally,we are truly

12、 letting consumers identify the trends rather than merely creating a survey based on our own perception of the experiences food service consumers desire.SECTION 2|A CLOSER LOOK AT THE DATA2023/WHAT IS INTEGRATED CX?Integrated CX is InMoments approach that helps businesses improve experiences and ach

13、ieve measurable business outcomes from customer experience initiatives.INTEGRATED SIGNALS:Bringing together the voice of customers and non-customers across the full customer journey from surveys,chats,reviews,calls,etc.INTEGRATED INSIGHTS:Delivering both leading innovative technology and strategic e

14、xpertise to deliver ROIINTEGRATED ACTION:Eliminating the silos that exist in many companies,facilitating a coordinated,data-driven approach to prioritizing actionSECTION 2|WHAT IS INTEGRATED CX?Integrated CX connects critical aspects of a successful customer experience,including:?2023/PAGE|7SECTION

15、3An Overview of the Restaurant&Food Service Trends You Need to Know2023/PAGE|08Leveraging our industry-leading analytics and the expertise of our Strategic Insights Team,we examined all 170,000+data points to help you identify the make-it-or-break-it consumer demands that will influence your custome

16、r acquisition and retention plans as well as help you understand who youre selling to on a deeper level while avoiding potential experience pitfalls.SECTION 3|WHAT ARE THE NEED-TO-KNOW RESTAURANT CONSUMER TRENDS FOR 2023?LETS DIVE IN!What Are the Need-to-Know Restaurant Consumer Trends for 2023?Plea

17、se tell us more about your most recent experience.INDUSTRYQSRCustom TagsI waited in a ridiculously long line for my meal,and then waited even longer for my food to come out to my table.Normally,this location is super fast,Im not sure what happened.My food was cold and I had wasted so much time,I wou

18、ldnt order again!2023/PAGE|09TREND#2Consumers Want to Be More Digital&More SocialTREND#3CX Practitioners Need to Rethink Traditional Approaches&UnderstandingsSECTION 3|AN OVERVIEW OF THE RESTAURANT&FOOD SERVICE TRENDS YOU NEED TO KNOWHERES WHAT WE CAME AWAY WITH:TREND#1 First Impressions Will Make o

19、r Break Your Customer LoyaltyUltimately,there is one greater theme that unites these three experiences:the food service customer experience approach of yesterday will be mere table stakes when youre competing for your customers loyalty in 2023.And while offerings like call ahead ordering,digital men

20、us,and the like may offer passible experiences for your consumers,there are other strategies that will help you win and keep their business for years to come.So,for each trend that follows,we will identify the experience elements that are table stakes,and then unveil the strategies that will help yo

21、u stand out in 2023!2023/PAGE|10SECTION 4|TREND#1First Impressions Will Make or Break Your Customer LoyaltyT/012023/PAGE|11SECTION 4|TREND#1/FIRST IMPRESSIONS WILL MAKE OR BREAK YOUR CUSTOMER LOYALTYYour guests have a lot of options to choose from,and were sure that isnt news to you.So,what can give

22、 you a competitive edge this year?The 170,000+consumer data points we analyzed had the answer:your customer acquisition and customer loyalty is becoming increasingly dependent upon a customers first impression of your restaurant.So,what makes for a good first impression?While food service consumers

23、may have plenty of options of where to get their food,there is a short supply of personalized experiences in the food service industry.In our data,it became clear that personalized experiences are key to attractingand keepingcustomers.In fact,one in three customers consider personalization a key dri

24、ver of purchase at a restaurant!If your guests dont feel like their experience with your brand is personalized(or efficient)they are less likely to return.2023/PAGE|12Through our data,we found four elements that will help you convert a first-time customer into a regular with a standout first impress

25、ion.Food Quality(Ranked#1)Food quality requires little explanation.However,this is just as much about taste as it is options and customization.Your customers want to explore your menu,not just be confined to ordering the same one or two things.This variety keeps customers from getting tired of your

26、menu,but also attracts customers with dietary limitations.Whether they have allergies or have chosen an alternative diet,being able to customize their order is key to retaining these customers.FOOD QUALITY(Taste,Options,etc.)STAFF EXPERIENCE(Wait,Personel,etc.)SPECIAL PROMOTIONS(Discounts,Incentives

27、)LOCATION(Convenience,etc.)SECTION 4|TREND#1/FIRST IMPRESSIONS WILL MAKE OR BREAK YOUR CUSTOMER LOYALTYHow to Convert One-Time Customers Into Loyalists with a Great First Impression132WHAT MOST IMPACTS YOUR EXPERIENCE AT A RESTAURANT?2023/PAGE|13FOOD QUALITY(Taste,Options,etc.)PROGRESSION(Lack of Gr

28、owth)STAFF EXPERIENCE(Wait,Personel,etc.)MANAGEMENT(Lack of Engagement)SPECIAL PROMOTIONS(Discounts,Incentives)INCENTIVES(Beyond Salary)LOCATION(Convenience,etc.)CULTURE(Workplace Environment)1123342WHAT MOST IMPACTS YOUR EXPERIENCE AT A RESTAURANT?DRIVERS OF TOP TALENT TURNOVER(FRONT LINE)Staff Exp

29、erience(Ranked#2)Staff experience was tied for the second-most important value driver here.This revolves around how your customer is being treated at your restaurant.Whether its quick service where its all about speed,or a full-service restaurant where its all about personalization,the experiences y

30、our customers have with your staff are key to converting them to a brand loyalist.Given how important the staff experience is,its absolutely vital that you keep your high-performing staff happy.But we know thats easier said than done,especially in the current staffing climate for food service.With t

31、hese elements in mind,you can help to fine tune your approach to career progression,increase management training,and implement exciting incentive and culture programs.And that will not only help you keep your staff around,but it will also help you ace your all-important first impression with your cu

32、stomers.SECTION 4|TREND#1/FIRST IMPRESSIONS WILL MAKE OR BREAK YOUR CUSTOMER LOYALTYIn order to help you hire and retain the best talent out there,we did some digging to see what are the deal-breakers for food service staff.Heres what we found:One of two churned employees left due to a lack of caree

33、r progression(tactical work,etc.)2023/FOOD QUALITY(Taste,Options,etc.)STAFF EXPERIENCE(Wait,Personel,etc.)SPECIAL PROMOTIONS(Discounts,Incentives)LOCATION(Convenience,etc.)132WHAT MOST IMPACTS YOUR EXPERIENCE AT A RESTAURANT?Special Promotions(Ranked#2)Tied for second-most important value driver was

34、 special promotions!When considering what you will do to promote your restaurant,you need to think about the new channels where consumers are getting their recommendations.We all know that influencers play a huge part in retail marketing,and from our research,it seems that they will also play a huge

35、 role in getting new customers through the doors of your restaurant,too.Did you know 1 of 4 consumers were more likely to visit a restaurant based on a social influencer recommendation?In short,its clear that there isnt just one factor that will help you make a great first impression.Rather,it seems

36、 a mix of high-quality offerings,people,and experiences will be key to maintaining customer loyalty in 2023.SECTION 4|TREND#1/FIRST IMPRESSIONS WILL MAKE OR BREAK YOUR CUSTOMER LOYALTYPAGE|152023/SECTION 5|TREND#2Consumers Want to Be More Digital&More SocialT/022023/PAGE|16Every restaurant was force

37、d to focus on digital offerings during the pandemic.Whether it was to-go orders only,reservation systems,or digital menus,your brand had to pivot in order to accommodate your customers.As your customers come back into your restaurant unmasked and socially un-distanced,they are still expecting to hav

38、e access to those same digital options they have become accustomed to over the last few yearsand more.SECTION 5|TREND#2/CONSUMERS WANT TO BE MORE DIGITAL&MORE SOCIAL2023/PAGE|17What Are Your Guests Expecting from Every Experience?As mentioned above,there are certain experiences that your customers a

39、re going to expect in 2023.Providing them wont necessarily increase your acquisition or excite existing customers,but NOT making these options accessible will put your customers at risk of churning(or keep them from dining with you at all).Going into 2023,you need to make sure you have these practic

40、es in place to retain existing customers:SECTION 5|TREND#2/CONSUMERS WANT TO BE MORE DIGITAL&MORE SOCIALSeasonal Food OptionsTargeted offerings by area,accessible nutrition info,and offerings that your customers will look forward to regularlySpecial OffersUtilizing influencer marketing,loyalty progr

41、ams,and mobile apps are now table stakes for successful restaurant brandsStaff PersonalizationWhether its speed of service in a fast food chain or personalized menu suggestions in a full-service restaurant,customers want efficient and personalized experiences Brand ValuesWho are you beyond the food

42、you are offering?Consumers are looking for brands to be involved in local,social,and political initiatives.ConsistencyYour customers want to know the experience they are going to get before they open the app or walk in the front doors.Delivering a consistent experience will keep your customers from

43、churning.2023/PAGE|18Now,What Will Exceed Customers Expectations in 2023?Now that we understand what it takes to keep your customers or put your restaurant in the consideration zone,we can dive into the experiences that will blow your diners minds in the best way!Our research found that most guests

44、are excited at the prospect of hybrid experiences that bring the digital to the in-store experience with scannable menus and options to view additional information using their phones and mobile devices in store.SECTION 5|TREND#2/CONSUMERS WANT TO BE MORE DIGITAL&MORE SOCIALHERES THE PROOF/1 of 3 cus

45、tomers are likely to return to a brand if they offer a more hybrid experience,bringing the digital(mobile)experience to life within the in-location experienceWant some more specifics?SEE NEXT PAGE FOR IN-DEPTH LIST2023/PAGE|19Heading into 2023,its important to understand that your customer is unlike

46、 any customer youve had in the past.They want the convenience and safety of digital offerings but the connection 1234Below are a variety of ways diners would like to use mobile devices as a part of their in-restaurant experience:Your customers want to know what the most popular order at your restaur

47、ant is.They will be more inclined to order something if they know that 50 other people have ordered it within the last week and enjoyed it!Along with ratings and reviews,your customers want to know what is in their food.Having this information just one click away helps to accommodate diets or dietar

48、y restrictionsand thats absolutely key to acquiring new customers in 2023.Creating hybrid in-restaurant experiences means doing away with a server taking the bill to the table,then to the register to run the payment,then back to the table one final time for a signature and tip.That process is outdat

49、ed,and your customers want to be able to complete the entire payment process from their mobile device.Similar to reviews of your restaurants offerings,guests want to be able to access reviews of the entire experiencefrom entry to exit.SECTION 5|TREND#2/CONSUMERS WANT TO BE MORE DIGITAL&MORE SOCIALan

50、d reliability of social integration.Creating a restaurant experience that combines both of these will exceed their expectations,and keep them coming back again and again.FOOD/OFFERING RATINGS AND REVIEWSOFFERING DIETARY INFORMATIONPAY-AT-TABLE OR FLEXIBLE PAYMENT OPTIONSRECENT EXPERIENCE REVIEWS2023

51、/PAGE|20SECTION 6|TREND#3CX Practitioners Need to Rethink Traditional Approaches&UnderstandingsT/032023/PAGE|21Looking at our insights so far,its safe to say that consumers will simply not settle for the same old restaurant experiences.In fact,features such as delivery or pickup options will not be

52、enough to turn their heads either.With that in mind,would it surprise you to learn that our research debunked a few popular customer experience assumptions as well?We thought not.In this section,well be busting some myths about food service consumers experience that will change your approach.SECTION

53、 6|TREND#3/CX PRACTITIONERS NEED TO RETHINK TRADITIONAL APPROACHES&UNDERSTANDINGSBusting Food Service Consumer Experience MythsTRUE?FALSE2023/PAGE|22FALSE.Though surveys are certainly an important way to get direct feedback from your customers,they are by no means the only tool you should be leverag

54、ing.Surveys only allow you to get insight into a portion of the customer experience.Lets look at an example of how you can use feedback from multiple channels to identify a pain point.SEE EXAMPLES TO THE RIGHTThe staff were not attentive;no one was around to help meYour staff look EXHAUSTED!No wonde

55、r everything is so slow.Im overworked.My manager just gives me MORE tactical work!At face value,this response would suggest that the staff was performing poorly.But,why was that the case?Now we are getting closer to identifying the problem.Clearly the staff was tired,which was causing them to be ina

56、ttentive and perform poorly.But,why was the staff so tired?Finally,we have arrived at the root of the problem.The staffs poor performance can be traced back to a management issue.From collecting feedback from multiple different channels,now you are able to create an actionable insight that there nee

57、ds to be a change in the management processes.MYTH#1Surveys Are the Most Important Customer Feedback MethodSECTION 6|TREND#3/BUSTING FOOD SERVICE CONSUMER EXPERIENCE MYTHSTFSURVEY RESPONSECONSUMER SOCIAL SIGNALEMPLOYEE SOCIAL SIGNAL“2023/PAGE|23NOT COMPLETELY TRUE.Surveys are a great way to gauge th

58、e customer journey,yes.But,they are not the only tool you should be utilizing to do so.As a matter of fact,the majority of your customers would rather interact with you in a different form than a survey.SEE FIGURE 3.1Most of your customers would prefer to interact with your brand through ratings and

59、 reviews.You need to be utilizing these,along with other methods,in order to fully gauge the customer journey.FIGURE 3.1MYTH#2Surveys Alone Will Help Gauge My Customers JourneySECTION 6|TREND#3/BUSTING FOOD SERVICE CONSUMER EXPERIENCE MYTHSA|REVIEWS&RATINGS/42%B|VIA A SURVEY/40%C|PHONE CALLS(IVR)/11

60、%D|OTHER METHODS/07%HOW CUSTOMERS WANT TO INTERACT WITH BRANDSABCDTF2023/PAGE|24NOT COMPLETELY TRUE.Yes,customers will always consider the price of your offerings before purchasing.But,what if I told you that price isnt the biggest driver of purchase?When considering making a purchase,consumers repo

61、rt that their biggest driving factor is based on reviews.After that comes price,seasonal offering,personal preference,or other reasons!SEE FIGURE 3.2MYTH#3Consumers Care More About Price Than Product ValueSECTION 6|TREND#3/BUSTING FOOD SERVICE CONSUMER EXPERIENCE MYTHSTFFIGURE 3.2DRIVERS OF PURCHASE

62、 AND SPENDPRICESEASONAL OFFERINGS&PROMOTIONSOTHER FEATURESREVIEWS&RATINGSPERSONAL RECOMMENDATIONS35%15%39%9%2%2023/PAGE|25FALSE.At this point,weve all had this experience:youre talking with your friends about a restaurant youve been thinking about trying.The next day,your Instagram feed is packed wi

63、th ads about that particular restaurant.Creepy?Maybe you thought so at one time,but today,not so much!In our last CX trends report before COVID-19(2019),we asked if personalization was creepy,and we heard that 75%of respondents found personalization to be at least somewhat creepy.MYTH#4Consumers Fin

64、d it Creepy When Brands Use Social SignalsSECTION 6|TREND#3/BUSTING FOOD SERVICE CONSUMER EXPERIENCE MYTHSTFToday,only 11%of restaurant consumers consider personalization to be creepy,a decrease of 64%in just three years!CONTINUED ON NEXT PAGE2023/PAGE|26Adding emphasis to this change in consumer be

65、havior is the fact that 45%of consumers actually feel positively about personalized ads and the like.So what does this mean for food service brands?Dont be afraid to leverage social signals to personalize digital experiences!Theres no need to be concerned about consumers feeling creeped outin fact,t

66、heyre more likely to appreciate your efforts.MYTH#4/CREEPY PERSONALIZED SOCIAL SIGNALS(CONTINUED)SECTION 6|TREND#3/BUSTING FOOD SERVICE CONSUMER EXPERIENCE MYTHSEMPHASIZING NEW CONSUMER BEHAVIOR45%of consumers actually feel positively about personalized ads1.At which of our locations do you make the

67、 most purchases?2.How can we improve your diningexperience at our locations?2023/PAGE|27SECTION 7NOW YOU KNOW WHATS NEXTHeres How to Take Action2023/PAGE|28Listening and analyzing to gain insights is only half of the battle when it comes to business strategyyour success truly hinges on your ability

68、to take action based on your understanding.Thats why our experts have taken the insights from this Restaurant Consumer Trends Report and put together three action steps you can take today to capitalize on your learnings!Weve also taken it one step further by adding stories from our clients who are b

69、lazing the trail in food service.Its obvious from the trends that surveys alone cant give you the depth of understanding you need to make decisions about your staffing,merchandising,marketing campaigns,and beyond.They might give you a gateway into consumer perception,but surveys alone cant deliver t

70、he why behind your customer experience.So,what do you need to do?You need to start listening to new signals and you need a customer experience platform that is capable of mining data from all STEP#1:Tap Into New Consumer Signals in Your CX Programthose signals and consolidating it all into one platf

71、orm.Not only that,but your platform needs the analytics to turn that data into actionable insights that can be shared across your organization with customizable reports.If youre thinking that sounds like a CX unicorn,we get it.But a solution that powerful is anything but fantasy.The InMoment XI Plat

72、form is capable of doing all of that and more.Check out the graphic below to see how the XI Platform handles the end-to-end CX program.13SECTION 7|STEP#1/TAP INTO NEW CONSUMER SIGNALS IN YOUR CX PROGRAM2023/PAGE|29With the XI Platform,you are able to collect data from every consumer signal imaginabl

73、e,from the contact center,to survey data,to social media and review site data.With this 360 picture of your voice of customer,youll gain additional context that makes the difference between an assumption and a true insight.STEP#1:TAP INTO NEW CONSUMER SIGNALS IN YOUR CX PROGRAM(CONTINUED)SECTION 7|S

74、TEP#1/TAP INTO NEW CONSUMER SIGNALS IN YOUR CX PROGRAMSOCIAL SIGNALS Stakeholder Acquisition,Adoption&MoreTARGETED SURVEYS Pain point&Business Question FocusedREVIEW DATA Stakeholder Advocacy,Retention/Churn&MoreINTERNAL DATA Segmentation&Persona DefinitionsOTHER DATA“Fill In The Gap”;Targeted Respo

75、nses&MoreCONVERSATIONS Contact Center Transcriptions,Commu-nity-Panels&MoreINDIRECT FEEDBACKDIRECT&OTHER FEEDBACKSTRATEGIC SERVICES 50+Years Insights Expertise,Consultation,Modeling,etc.OUR AI-DRIVEN XI PLATFORM Text Analytics,Reporting,Real-Time Alerting2023/PAGE|30SECTION 7|CUSTOMER STORYCUSTOMER

76、STORYThe Melting Pot Improves Dining Experiences by Improving What Matters Most to GuestsAfter years of asking employees for anecdotal insights and using mystery shopper programswhich didnt tell the full story from the guests perspectiveThe Melting Pot partnered with InMoment to launch a comprehensi

77、ve guest feedback platform.The Melting Pot began collecting an abundance of customer feedback dataincluding both scores and commentsthat resulted in a much more comprehensive understanding of the guest experience,as well as actionable intelligence to improve operations across the company.Increase ke

78、y“Speed of Service”metric by 47%in just four monthsReduce time and risk introducing new productsCreate an unprecedented ability to listen and act on guest feedbackAs a result of these practices,The Melting Pot was able to:2023/PAGE|31In this trend report,we really dove into what the new drivers of p

79、urchase will be in 2023.But where do you go from here?Well,weve created this sharable chart breaking down the purchase drivers so you can refer back to them during strategy sessions and beyond:STEP#2:Share&Align with the New Drivers of PurchaseBut printing this chart out or saving it to your desktop

80、 wont enact any change.These insights(as well as any insights you gain from your CX program)are only valuable if you share them with the people in your organization who can take action.23SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE2023/PAGE|32This is where a cross-functional CX gove

81、rnance group comes in handy.If you havent already,we highly recommend creating a cross-functional group where you can meet and share relevant insights with organization leaders.Not only will this enable you to showcase your learnings,but its an opportunity to tailor those learning to leaders and sho

82、w them exactly what they have to gain by getting involved in your CX program.If youre thinking,“Another meeting?My schedule is already packed,”no worries!You can also leverage custom reports to share relevant insights with your marketing,product,HR,and other teams via InMoments Field Reporting.STEP#

83、2:SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE(CONTINUED)SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASEWith Field Reporting,CX program managers can empower team members who dont have“CX”in their titles with customized reports that pertain directly to their every day jobs.Leveraging it

84、s self-serve capabilities,you can create tables of aggregated or response-level data to build visualizations and dashboards that meet your specific business requirements.In other words,you can create quick,easy to understand reports to keep your stakeholders in the loop.2023/PAGE|33SECTION 7|CUSTOME

85、R STORYCUSTOMER STORYMellow Mushroom Shares Customer Insights Across the Organization to Deliver Authentic ExperiencesFor over 40 years,Mellow Mushroom has been committed to giving guests more than they expected.The restaurant puts the guest first,refuses to cut corners with cheaper products,and,in

86、turn,builds long-term,high-value relationships.With nearly 200 franchised locations across the country,Mellow Mushroom needed to ensure that experience delivery remained consistent while still allowing for the geographical nuances that make each location unique.As it continued to grow,it needed a wa

87、y to know if it was delivering on both its corporate brand promise and location-level vision.So,it turned to InMoment.Across locations,InMoment is a one-stop-shop for all customer feedback,including Tell Mellowa web-based,always-on feedback portal for customersMellow Mushrooms post-visit survey,and

88、brand/location mentions on social channels such as Facebook,Google+,TripAdvisor,and Yelp.InMoment even ports catering inquiry form data into the platforminstant notifications are sent to managers so requests may be answered as quickly as possible.CONTINUED ON NEXT PAGE2023/PAGE|34SECTION 7|CUSTOMER

89、STORYCUSTOMER STORY(CONTINUED)While metrics give the corporate team a high-level view of overall brand health and individual location performance,trends uncovered in open-ended customer comments tell restaurant operators whats working well and whats not.Depending on the locationurban vs.suburbando c

90、ustomers prefer a sophisticated or relaxed vibe?Family-friendly or mature?Modern or vintage?With InMoment,Mellow Mushroom knows exactly what its customers want.Since partnering with InMoment,Mellow Mushroom has seen a significant increase in many key metrics:17%in Likely to Recommend11%in Pace of Se

91、rvice10%in Cleanliness6%in Staff Attentiveness6%in Atmosphere4%in Perceived Value2023/PAGE|35SECTION 72023/PAGE|36Yesterdays innovations are officially just table stakes to your customers but that means there has never been a better time to challenge your current strategies!This is a great time to s

92、tart investigating hybrid experienceswhether you want to introduce flexible payment options in your restaurant(like one in three customers want you to do)or revamp your restaurants website or app to keep up with the digital growth in the food service industry,2023 is your time!And once youve introdu

93、ced your innovative experience,leverage your CX program to gauge consumer response.InMoments Data Exploration is a search-based text analytics tool that provides a quick and easy way for you to sort through feedback to identify trends,anomalies,and spiking topics across multiple data sources.STEP#3:

94、Focus on Supplying Truly Innovative ExperiencesWith Data Exploration,you can search consumer feedback to understand how people are responding to new hybrid offerings such as digital menus,mobile pay,online reservations,and more!That way,you can adapt new features,fix any bugs,and make your new expe-

95、riences a success.33SECTION 7|STEP#3/FOCUS ON SUPPLYING TRULY INNOVATIVE EXPERIENCES2023/PAGE|37SECTION 7|CUSTOMER STORYCUSTOMER STORYQuick-Service Restaurant Leader Gauges Customer Response to New Menu Itemsin Real TimeOne of the countrys leading fast-food hamburger chainswith more than 2,200 quick

96、-serve restaurants in 21 statesis known for delivering stand-out menu items in addition to standard burgers and fries.Because of the consistent changes,the brand needed a way to gauge customer reception of the new menu items in real time so they could make quick changes to new items and increase cus

97、tomer satisfaction.For that,the company turned to its Experience Improvement partner,InMoment.Recently,the restaurant introduced a new,decadent burger across the brand,and within three days,InMoments XI Platform alerted on a significant increase in the number of negative comments with the keyword“ba

98、con.”After digging into the comments,it was clear customers were dissatisfied with the texture,amount,and size of the bacon strips on the new sandwich.There was a wide gap between the customer expectation of the new product and the restaurants delivery.Based on the products marketing(and name),custo

99、mers expected the burger to contain three times the amount of bacon as CONTINUED ON NEXT PAGE2023/PAGE|38SECTION 7|CUSTOMER STORYCUSTOMER STORY(CONTINUED)a typical bacon cheeseburger.While the company was delivering on its promise to serve a bacon-packed burger with three types of bacon,customers ha

100、d a completely different expectation for the sandwich.Therefore,when they were presented with a burger boasting fewer bacon strips than they expected,they felt the brand had underdelivered.Because of the insights they are able to get from InMoment,the brand was able to:Spot discrepancies between mar

101、keting promises and operational delivery in real timeEmpower more effective customer listening Identify product launch successesand failuresMake improvements on the fly2023/PAGE|39Youre now armed with whats to come in 2023.So what are you waiting for?Its time to take action by enabling new customer

102、signals,sharing your findings,and focusing your efforts on innovative experiences.Unsure if your existing CX vendor can help you do that?We would be happy to talk to you about how InMoments XI Platform and team of experts are exclusively positioned to take you to the next level and get you these ins

103、ights year round!You can reach out to us directly at or via the chat on our website.In the meantime,check out the XI Platform Brochure to learn about how InMoments Integrated CX approach and three part solution(data,technology,and expertise)can help you to stay ahead of the trends and make success-d

104、riving business decisions.SECTION 7|DONT JUST FOLLOW THE TRENDS.BE THE TRENDS TRAILBLAZER IN 2023 WITH INMOMENT.Dont Just Follow the Trends.Be the Trends Trailblazer in 2023 with InMoment.2023/PAGE|40About InMomentImproving experiences is why InMoment exists.Our mission is to help our clients improv

105、e experiences at the intersection of valuewhere customer,employee,and business needs come together.The heart of what we do is connect our clients with what matters most through a unique combination of data,technology,and human expertise.With our hyper-modern technology platform,decades of domain aut

106、hority,and global teams of experts,we uniquely deliver a focus on Experience Improvement(XI)to help our clients own the moments that matter.Take a moment and learn more at .TO DEMO A PRODUCT OR TO CONTACT US CALL:Or email us at NORTH AMERICA+1 385 695 2800 APAC+64 9 884 8500UK&IRELAND+44(0)1494 590 600GERMANY+49(0)40 369 833 0RP-02389-03-NA|COPYRIGHT 2023 INMOMENT,INC2023/PAGE|41